Description:

Winona is a leading telemedicine company providing HRT for women in menopause, with in-house technology including an EHR, patient care admin system, and more.
The Customer Service Technical Lead role combines technical support, administrative assistance, and staff management to ensure efficient call center operations.
The ideal candidate will have experience in technical support within a call center environment and possess strong problem-solving, communication, and organizational skills.
Responsibilities include providing first-line technical support to call center agents, overseeing cloud-based call center software, diagnosing technical problems, collaborating with the development team, and serving as a point of contact for technical difficulties.
The role also involves staff support, including scheduling, coordinating with other departments, and providing general support to the call center team.
The candidate will manage staff schedules, conduct training for new hires, troubleshoot technical issues, and analyze data for process improvements.
Calendar management responsibilities include implementing out-of-office messages and managing communication tools.

Requirements:

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