Experienced Customer Service Technical Lead – Call Center Operations and Technical Support Expertise for arenaflex

Introduction to arenaflex

arenaflex is a pioneering telemedicine company that has revolutionized the way women in menopause receive Hormone Replacement Therapy (HRT). By developing all our technology in-house, including an Electronic Health Record (EHR) system, patient care admin system, patient portal, website, and marketing technology, we have created a fully vertically integrated business model that provides world-class care. With two compounding pharmacies and a team of in-house physicians, we are committed to delivering exceptional patient experiences. As a leader in the telemedicine industry, arenaflex is seeking a dedicated and skilled Customer Service Technical Lead to join our team.

About the Role

We are looking for a highly skilled and experienced Customer Service Technical Lead to oversee the technical aspects of our call center operations. This senior-level role combines technical support, administrative assistance, and staff management to ensure seamless and efficient call center operations. The ideal candidate will have a strong background in technical support within a call center environment, with excellent problem-solving, communication, and organizational skills. As a Customer Service Technical Lead at arenaflex, you will play a critical role in ensuring that our patients receive the best possible care and support.

Key Responsibilities

• Technical Support: Provide first-line technical support to call center agents, resolving hardware, software, and network connectivity issues. Oversee the administration and optimization of cloud-based call center software, diagnose and resolve technical problems affecting call center operations, and collaborate with the development team to implement new technical solutions and resolve system issues.
• Staff Support: Act as a liaison between service product and analytical teams, oversee scheduling software for patients and representatives, and coordinate with other departments to ensure timely resolution of patient inquiries and issues. Provide general support to the call center team to ensure smooth operations.
• Staff Support and Training: Develop and manage staff schedules to ensure adequate coverage and optimize efficiency. Collaborate with team members to accommodate preferences and resolve personal issues. Manage staff assignments to meet productivity goals and assist in monitoring and tracking performance for improvement opportunities. Conduct comprehensive training for new hires and provide ongoing training for the Patient Services Team as needed.
• Problem Solving: Troubleshoot technical issues and provide solutions or escalate as necessary. Identify opportunities to improve call center processes and workflows. Analyze data to identify trends and patterns related to technical issues and suggest improvements.
• Calendar Management: Implement out-of-office messages and manage other communication tools as needed.

Essential Qualifications

• 3-5 years of proven experience managing a customer support team, preferably in a call center environment.
• Experience in both healthcare and technology sectors.
• Strong leadership and interpersonal skills, with the ability to inspire and motivate team members.
• Proven experience in technical support, with a strong understanding of cloud computing platforms and technologies.
• Experience setting up and managing IVRs (Interactive Voice Response systems).
• Previous experience in a customer service environment is preferred.
• Demonstrated experience with JustCall, Twilio, Intercom, Mixpanel, and Calendly platforms.
• Proficient in using computer systems, software applications, and phone systems.
• Excellent verbal and written communication abilities, with strong customer service and conflict resolution skills.
• Strong problem-solving, analytical, and decision-making skills, with attention to detail.
• Ability to multitask, prioritize tasks effectively, and remain calm under pressure.
• Reliable high-speed Wi-Fi and a personal laptop.
• Availability weekdays between 8 AM to 4 PM Eastern Time/Central Time/Pacific Time.

Preferred Qualifications

• Certifications in technical support or a related field.
• Experience with project management tools and software.
• Knowledge of data analysis and reporting tools.
• Familiarity with IT service management frameworks and best practices.

Career Growth Opportunities and Learning Benefits

At arenaflex, we are committed to the growth and development of our employees. As a Customer Service Technical Lead, you will have access to a range of training and development opportunities, including online courses, workshops, and conferences. You will also have the chance to work with a talented team of professionals who are passionate about delivering exceptional patient care. With opportunities for career advancement and professional growth, you will be able to take your career to the next level and make a meaningful contribution to the telemedicine industry.

Work Environment and Company Culture

arenaflex is a dynamic and innovative company that values diversity, inclusivity, and creativity. Our team is made up of talented professionals from around the world, and we are committed to creating a work environment that is fun, casual, and supportive. With flexible hours, unlimited PTO, and non-working holidays, you will be able to achieve a healthy work-life balance and pursue your passions. We also offer a range of employee engagement activities and virtual gatherings, so you can connect with your colleagues and build meaningful relationships.

Compensation, Perks, and Benefits

As a full-time member of our team, you will enjoy a range of benefits, including flexible hours, work-from-anywhere options, and unlimited PTO. You will also receive referral bonuses, financial support for online courses, and access to a range of employee engagement activities and virtual gatherings. With a fun and casual work environment, you will be able to thrive and grow as a professional, while also enjoying a healthy work-life balance.

Conclusion

If you are a motivated and experienced customer service professional with a passion for technical support and leadership, we encourage you to apply for this exciting opportunity. As a Customer Service Technical Lead at arenaflex, you will play a critical role in ensuring that our patients receive the best possible care and support. With a range of benefits, career growth opportunities, and a fun and casual work environment, you will be able to thrive and grow as a professional, while also making a meaningful contribution to the telemedicine industry. Apply now to join our team and take your career to the next level!