Technical Assistance Center Agent

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Teladoc Health

SiteLinkedInTodas as Vagas

5001 - 10000 funcionários

🏥 Saúde

👥 B2C

☁️ SaaS

💰 $80.000.000 Post-IPO Debt - Teladoc Health em 2016-07

Healthcare • B2C • SaaS

A Teladoc Health é uma empresa de telessaúde que conecta pacientes a prestadores de cuidados por meio de uma plataforma de atendimento virtual que oferece atendimento urgente 24/7, atendimento primário, saúde mental (terapia e psiquiatria), gestão de condições crônicas (diabetes, hipertensão, gerenciamento de peso), consultas especializadas e serviços de bem-estar. Ela atende indivíduos diretamente e faz parcerias com empregadores, planos de saúde, hospitais e sistemas de saúde para fornecer soluções de cuidados virtuais integradas e tecnologia em larga escala.

Descrição

• Provide excellent client support via phone • Become familiar with Teladoc Health applications to triage patients’ concerns and direct issues for diagnosis and resolution • Communicate short-term and long-term resolutions to patients • Accurately document and update tickets in Salesforce CRM and the Team Support platform within customer SLAs • Maintain quick closure rates and high customer satisfaction scores • Write online support materials, including FAQs and knowledge bases • Proactively identify improvements to drive adoption and reduce support load • Serve as a key contributor to support content • Coach, mentor, and assist other TAC Specialists through individual assistance or group review sessions • Apply basic problem-solving techniques to define and resolve problems • Determine courses of action based on guidelines • Follow standard practices and procedures to provide real-time support

🎯 Requisitos

• 2+ years of experience in a client-facing customer support role, preferably supporting a Software as a Service solution • Excellent verbal and written English communication skills • High competency communicating complex technical issues to technical and non-technical audiences through all support channels • Passion for helping people • Excellent time-management and organizational skills • Ensure all issues are properly logged and tracked • Proficient in Mac, Windows, Google applications, and smartphone devices • Preferred experience troubleshooting web and software applications and WebRTC • Bachelor’s degree with applicable major or equivalent demonstrated through a combination of work experience, training, military experience, and/or education • Ability to multitask, prioritize, and manage time effectively • Able to quickly learn multiple systems and tools and tackle problems in a resource-constrained environment • Must complete identity and credential verification, interviews, and fraud or misrepresentation screening

🏖️ Benefícios

• Inclusive benefits program centered around you and your family • Tailored programs addressing unique employee and family needs • Meaningful opportunities for career growth and leadership • Candidate resources with recruiter tips and company culture resources • Innovative and inclusive workplace