200+ applicants

Company

Bamboo Health · 2 days ago

Supervisor, Technical Escalation

United States

Full-time

Remote

Mid Level

3+ years exp

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Responsibilities

Manage and direct daily activities of T2 agents

Experience troubleshooting application processes.

Database analysis tools.

Customer service role supporting Multiple Platforms/ Products.

Excellent verbal and written communication skills.

Strong analytical/problem solving skills.

Support Center/Call Center experience preferred.

Own performance management of team members to include coaching.

Conduct performance evaluations

Identify training needs and ensure team members acquire the appropriate support and training to apply best practices

Assist staff with establishing and attaining career development goals

Monitor all aspects of Time & Attendance policy and address accordingly

Recognize team members for excellence in performance

Act as an information resource in answering team members questions

Ensure timely and consistent follow up in resolving customer complaints/questions

Establish and maintain professional relationships with internal/external customers and department contacts

Know and support approved corporate and departmental compliance policy and procedures

Liaison to support operations to provide feedback regarding operational improvements

Qualification

Find out how your skills align with this job's requirements. If anything seems off, you can easily click on the tags to select or unselect skills to reflect your actual expertise.

Customer support experienceSupervisory experienceTroubleshooting application processesDatabase analysis toolsCall Center experienceAnalytical/problem solving skillsProfessionalism under stressVirtual interaction skillsPerformance managementCoaching skillsCareer development supportTime Management Skills

Required

3-5 years of experience in customer support, with 1-2 years in a supervisory role.

Ability to inspire and support team members

Excellent communication skills (written and oral) to build effective relationships with all levels of the organization

Strong Time Management Skills

Exceptional decision-making skills

Capability to maintain professionalism under stressful situations

A high level of judgment, analytical ability and creativity in investigating problems that require original and innovative solutions.

Experience working a fast-paced, rapidly changing work environments.

A work environment that is conducive to high quality virtual interactions. This includes but is not limited to being able to work from a quiet space with minimal interruptions or distractions, and a strong internet connection.