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Technical Assistance Center Agent

hace 4 semanas

Remote Argentina Smartek S.R.L A tiempo completo

Join the team leading the next evolution of virtual care. 

At Teladoc Health, you are empowered to bring your true self to work while helping millions of people live their healthiest lives.

Here you will be part of a high-performance culture where colleagues embrace challenges, drive transformative solutions, and create opportunities for growth. Together, we're transforming how better health happens.

Summary of Position

Under the general direction of the Technical Assistance Center Manager, the TAC Agent I will focus on providing friendly, professional customer service, while problem solving and demonstrating a high competency in communicating complex technical issues to both technical and non-technical audiences via phone, email, and chat support channels.

Work Shift: Monday to Friday, 4:00pm - 12:00am ART

Essential Duties and Responsibilities

  • Provide excellent client support via phone, email, and chat in both English and German as needed.
  • Ability to manage multiple high visibility customer issues, some of which may be escalated with urgency and properly escalate unresolved issues to appropriate technology teams.
  • Troubleshoot application and data issues and handle individual tickets with an eye to standardizing processes, gathering, and sharing knowledge, creating support templates and workflows that can easily be replicated and scaled.
  • Become sufficiently familiar with Teladoc Health HHS applications to be able to triage escalated tickets (severity/business impact) and know where to direct them for diagnosis and resolution. Communicate meaningful resolutions to clients providing both short term and long-term solutions.
  • Accurately document and update tickets in the CRM tool (Salesforce) within the customers' Service Level Agreement (SLA) while maintaining quick closure rates with higher customer satisfaction scores.
  • Maintain communication with the customers on the status of all open tickets. All responses will be professional, complete, well formatted, and consistent with prior communications.
  • Assist in reducing support load by writing on-line support materials (FAQ's and KB's), and proactively identify improvements to drive adoption.  Will be identified as a key contributor to content.
  • Coach/mentor/help other TAC Specialist with issues that need assistance through personal assistance, or via group review sessions.
  • Analyze ticket data to identify patters or trends and pinpoint operational issues and/or enhancement needs.
  • Applies knowledge and basic problem-solving techniques to define and resolve problems.
  • Determines a course of action based on guidelines.
  • Follows standard practices and procedures in analyzing situations or data from which answers can be readily obtained.

The time spent on each responsibility reflects an estimate and is subject to change dependent on business needs.

Supervisory Responsibilities

No

Qualifications Expected for Position

  • Bachelor's degree and/or equivalent work experience
  • 2+ years of experience in a client-facing customer support role, preferably in supporting Software as a Service solution
  • Fluent in English and German
  • Proficient in Mac, Windows, and Google applications including smart phone devices
  • Experience in troubleshooting Web and Software Application, WebRTC
  • Excellent verbal and written communication skills. High competency in communicating complex technical issues to both technical and non-technical audiences via all support channels

Preferred Qualifications

  • Ability to multitask, prioritize and manage time effectively
  • Provides prompt and accurate feedback to clients, often exceeding their expectation, and acting with consistent urgency
  • Excellent time-management and organizational skills. Ensure all issues are properly logged and tracked.
  • Go-getter able to quickly learn multiple systems and tools and able to tackle problems and support business needs in a resource constraint environment

Required license or credential needed to perform job: N/A

The above qualifications, knowledge, experience, and/or background are expected but not required for this role.

Work Environment

☐ Office ☒  Remote ☒ Hybrid (Office & Remote)

Travel:  5%

Travel percentage reflects an estimate and is subject to change dependent on business needs.

Physical Requirements

To perform this job successfully, an individual must be able to perform each essential job duty satisfactorily. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform essential job functions.  Teladoc Health will make reasonable accommodations for the known physical or mental limitations of an otherwise qualified individual in line with company policy.

About Us

Teladoc Health is the global virtual care leader, offering the only comprehensive virtual care solution spanning telehealth, expert medical, and licensed platform services. Teladoc Health serves the world's leading insurers, employers, and health systems and helps millions of people around the world resolve their healthcare needs with confidence.

Job Description Acknowledgment

This job description is a general overview of nature and level of work performed by employees with this job designation It is not intended to be a comprehensive list of all duties, responsibilities and qualifications required of this position.  Management reserves the right to add, delete, and/or modify any of the job duties or requirements at any time.  I acknowledge that I have read and understand the above job description. By signing this job description, I understand the duties that are expected of me.

As part of our hiring process, we verify identity and credentials, conduct interviews (live or video), and screen for fraud or misrepresentation. Applicants who falsify information will be disqualified.

Teladoc Health will not sponsor or transfer employment work visas for this position. Applicants must be currently authorized to work in the United States without the need for visa sponsorship now or in the future.

Why join Teladoc Health?

  • Teladoc Health is transforming how better health happens. Learn how when you join us in pursuit of our impactful mission. 

  • Chart your career path with meaningful opportunities that empower you to grow, lead, and make a difference.

  • Join a multi-faceted community that celebrates each colleague's unique perspective and is focused on continually improving, each and every day.  

  • Contribute to an innovative culture where fresh ideas are valued as we increase access to care in new ways.   

  • Enjoy an inclusive benefits program centered around you and your family, with tailored programs that address your unique needs.

  • Explore candidate resources with tips and tricks from Teladoc Health recruiters and learn more about our company culture by exploring #TeamTeladocHealth on LinkedIn.

As an Equal Opportunity Employer, we never have and never will discriminate against any job candidate or employee due to age, race, religion, color, ethnicity, national origin, gender, gender identity/expression, sexual orientation, membership in an employee organization, medical condition, family history, genetic information, veteran status, marital status, parental status, or pregnancy). In our innovative and inclusive workplace, we prohibit discrimination and harassment of any kind.

Teladoc Health respects your privacy and is committed to maintaining the confidentiality and security of your personal information. In furtherance of your employment relationship with Teladoc Health, we collect personal information responsibly and in accordance with applicable data privacy laws, including but not limited to, the California Consumer Privacy Act (CCPA).  Personal information is defined as: Any information or set of information relating to you, including (a) all information that identifies you or could reasonably be used to identify you, and (b) all information that any applicable law treats as personal information. Teladoc Health's Notice of Privacy Practices for U.S. Employees' Personal information is available at this link.