Net Health · 7 hours ago
TL, Support (Team Lead, Product Applications Support) - Remote
Pittsburgh, PA
Full-time
Remote
Mid, Senior Level
5+ years exp
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Responsibilities
Direct and communicate daily activities of employees so that customer service cases are responded to and resolved according to department best practices.
Provide continual evaluation of processes and procedures.
Define and maintain the agenda for weekly team meetings to ensure relevant information from other departments is disseminated to team.
Coordinate with leads from other departments on joint projects and to promote effective communications between teams.
Report statistical and performance data including analyses of patterns and trends of customer feedback and utilization data.
Provide performance feedback and coaching on a regular basis to each team member as well as write and administer quarterly reviews for skill improvement and development.
Provide appropriate coaching, counseling, direction and resolution to team members.
Ongoing development and maintenance of a formal knowledge base.
Respond to and resolve employee relations issues expressed by team members; create and maintain a high-quality work environment so team members are motivated to perform at their highest level.
Address disciplinary and/or performance problems according to company policy. Prepare warnings and communicate effectively with employees on warnings and make effective/appropriate decisions relative to corrective action as required.
Work as a member/leader of special and/or on-going projects that are important to the success of the department.
Perform daily/core job functions of direct reports if needed to ensure customer service standards are met during periods of high volume, unforeseen understaffing, etc.
Serve as the first point of escalation for client concerns, issues, etc.
Qualification
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Required
High School diploma or equivalent GED.
5+ years of experience in client service or technical support role.
Minimal travel (10%) may be required.
Cooperate with matrixed team members to meet goals or complete tasks.
Must be comfortable working in ambiguous and/or stressful situations.
Must be self-motivated and know when to seek guidance; detail-orientation is a must.
Flexibility, ability to change priorities quickly, and capacity to handle multiple tasks.
Effective collaborator with proven process improvement skills.
Exceptional organization and time management skills.
Excellent communication and interpersonal skills.
Ability to consistently learn new technologies and apply those concepts to customer’s needs.
Ability to work as part of a geographically dispersed team.
Ability to work independently and as part of a team.
Keep up to date on technology trends, developments & best practices.
Ability to communicate effectively to both technical & non-technical audiences.
Benefits
Unlimited PTO
Comprehensive Benefits Package
Employee Resource Groups
Casual Dress Code
Prioritized Employee Wellness
Diversity And Inclusion
A Voice
New Hire Support
Career Development
Educational Assistance
Employee Referral Bonus
Progressive Parental Leave
Company
Net Health
Net Health provides cloud-based software for specialty medical providers across the continuum of healthcare—from hospital to home.
501-1,000 employees
Funding
Current Stage
Late StageTotal Funding
unknown2018-01-01Private Equity· undefined
2017-12-18Acquired· undefined
Leadership Team
Ron Books
Chief Executive Officer
Gabe Hesse
Chief Technology Officer
Recent News
Company data provided by crunchbase
