Tech Support Team Lead

2 semanas atrás


São Paulo, São Paulo, Brasil Top Remote Talent Tempo inteiro

Job Summary

The Top Remote Talent team is seeking a skilled Tech Support Team Lead - Health-Tech to join our international team of professionals. As a Support Team Lead, you will be responsible for architecting and cultivating a world-class support experience for doctors using our flagship Chrome plugin.

You will work closely with our product team to analyze user feedback and develop new features to enhance the plugin's functionality. Additionally, you will manage ticket flow, document common issues, and create product FAQs/Guides for end users.

Key Responsibilities

  • Build and lead a first-line technical support team to assist doctors with our plugin via various channels
  • Manage ticket flow, document common issues, and analyze user feedback for plugin enhancements
  • Create and update product FAQs/Guides for end users
  • Become an EMR liaison and stay informed on technical nuances and updates of assigned EMR systems
  • Develop onboarding programs and demo videos for each new significant feature

Requirements

  • English proficiency at native or C1+ level
  • Residence in the Americas (US, Canada, Mexico, or Latin America)
  • 3+ years in tech support, with at least 1 year in a leadership role
  • Experience with Chrome plugins or willingness to learn
  • Familiarity with B2B products is a plus
  • Proficiency in Zendesk

Benefits

  • Competitive salary
  • Opportunity to work on a product with significant social impact
  • Join a flagship product team experiencing rapid growth

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