Job Description
Title: Manager, Level 2 Technical Support
Location: Remote
Company Description
Amwell is a leading telehealth platform in the United States and globally, connecting and enabling providers, insurers, patients, and innovators to deliver greater access to more affordable, higher quality care. Amwell believes that digital care delivery will transform healthcare. We offer a single, comprehensive platform to support all telehealth needs from urgent to acute and post-acute care, as well as chronic care management and healthy living. With over a decade of experience, Amwell powers telehealth solutions for over 150 health systems comprised of 2,000 hospitals and 55 health plan partners with over 36,000 employers, covering over 80 million lives.
Brief Overview:
Reporting to Director of Support, the Level 2 Technical Support Manager oversees the enterprise support of the Amwell experience. The Technical Support Manager plays a critical role in the success of our relationships with our enterprise clients and end users of our technology. Collaborating with our Level 3 Technical Support teams, Implementation, Customer Success and Account Director teams, the Technical Support Manager is responsible for defining, tracking, and reporting team success metrics, guiding innovation projects, all while driving continuous improvement to reduce effort and improve outcomes for our customers. The Technical Support Manager will lead a growing team of 15-20 Support Specialists and Leads to provide outstanding support to our enterprise clients. This person will focus on all aspects of customer satisfaction while carefully tracking and managing client issues. The right candidate has experience leading a technical software support team, working collaboratively with other internal teams and fostering positive relationships with our clients. Strong communication, creative problem solving and a passion for customer service are all key attributes for this role.
Core Responsibilities:
- Oversee a team of Tier 2 Technical Support Specialists primarily focused is enterprise client support.
- Monitor and manage case queues to ensure cases are resolved within SLA with high quality.
- Take the lead on critical/high priority cases as needed to ensure they are addressed in a timely manner. This will require working closely with external stakeholders as well as internal teams including professional services, account management and our technology teams.
- Define, analyze, interpret, and act upon customer support success metrics.
- Implement an enhanced quality framework. Ensure cases are handled correctly through weekly quality audits. Provide coaching based on quality audit findings.
- Support improvements to the knowledge base and ensure Specialists have the tools they need to effectively resolve case issues.
- Collaborate cross-functionally on the implementation, management, and ongoing review of strategic support initiatives.
- Develop and implement process improvements and procedures to drive efficiencies, improve quality and enhance the Customer experience.
- Establish relationships with our enterprise client’s operational teams. Attending external client meetings as needed to support our product management or account management teams.
- Investigate and address support quality issues that are escalated from our enterprise clients or internal stakeholders including Account Managers and Customer Success Managers
- Manage workforce staffing plan to meet evolving support demands.
- Identify and develop training content as products change.
- Develop individual career coaching plans
- Drive organizational maturity.
Qualifications:
- Minimum of 8 years’ experience managing a high-volume technical support team
- Minimum of 5 years management/leadership experience
- Extensive experience with web and mobile application software support
- Demonstrable experience driving automation and DX improvements.
- Excellent analysis skills, and a track record of implementing change by leveraging data.
- Experience implementing and adapting customer service processes/procedures.
- Proven ability to coach and mentor employees, ability to translate your skills to other team members through training and mentoring.
- Experience using CRM Tools, Salesforce preferred.
- Comfortable understanding and explaining software products to diverse audiences.
- High energy level, enthusiastic, and eager to do what is necessary to be successful.
- Demonstrated ability to learn quickly and use critical thinking and problem solving to troubleshoot complex support issues.
- Excellent verbal and written communication skills
- Experience leading strategic initiatives with limited involvement from leadership.
- Proven ability to adapt quickly to changing priorities.
- Bachelor’s degree preferably in a technical discipline or relevant professional experience. Master’s Degree/MBA and/or relevant certifications (PMP, CXPA) is a plus.
