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About the role
Key responsibilities & impact- Provide leadership to Technical Support agents who provide technical guidance and troubleshooting support on the use of Merlin.net remote care products.
- Assure timely response and closed loop follow-up to clinicians, patients and company representatives by phone and/or email.
- Maintain staff and equipment to assure appropriate technical capabilities and monitor interactions to insure a high degree of quality, efficiency and effectiveness.
- Responsible for hiring and retaining a diverse, highly qualified staff and for providing career coaching, growth, and personal development.
- Accountable for the staff development; critiques, instructs, mentors, evaluates, and coaches.
- Maintain a safe work environment and a strong customer focus.
- Create an environment that consistently fosters employee understanding of quality and train, facilitate, and motivate all employees to actively participate in the process of continuous quality improvement.
- Identify, track and characterize new issues.
- Handle escalated calls as needed.
- Ensure complaints are documented via Field Contact Reports (FCR’s) and forwarded to the Product Performance Group.
Requirements
What you’ll need- Bachelor's degree in Business Administration, Industrial Engineering, Computing, or related field
- 3 years of Supervisory experience of a team of non-exempt employees, preferably in a call center environment.
- 6 years of progressively more responsible experience in a customer service, product support, Information Technology (IT), telecommunications, or related role.
- Fully Bilingual (English and Spanish).
Benefits
Comp & perks- Career development with an international company where you can grow the career you dream of.
- Health plan
- Life insurance
- Tuition
- Stock purchase plan
- Asociación Solidarista
- Cafeteria subsidy
- Free parking lot
- A company recognized as a great place to work in dozens of countries around the world and named one of the most admired companies in the world by Fortune.
- A company that is recognized as one of the best big companies to work for as well as a best place to work for diverse, working mothers, female executives, and scientists.
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
Technical TroubleshootingQuality Improvement ProcessesField Contact Reports (FCR) DocumentationProduct SupportInformation Technology (IT) Knowledge
Soft Skills
Effective CommunicationMentoringProblem SolvingTeam BuildingCustomer Focus