ICANotes LLC

Compensation

Full Description

Position fully remote. Must reside in the following states: AZ, CA, CO, FL, GA, IN, MD, MN, MO, NH, NJ, NY, NC, PA, SC, TX, VA, WA Responsibilities: Lead and motivate a team of remote customer support agents Create schedules and coverage plans for the customer support team; manage PTO and leave requests, ensuring coverage across all scheduled shifts Provide coaching, training, and performance feedback to enhance the team's skills and capabilities Foster a positive and collaborative work environment Evaluate and implement best practices that allow the department to run more efficiently and effectively Track and update management team on Support team KPIs Address customer inquiries, concerns, and escalations in a timely and professional manner; serve as the escalation point for customer issues Work closely with other departments to collaborate on team training to reduce knowledge gaps Become a product expert so that you are able to develop and deliver training programs for support agents and assess product knowledge Regularly review and improve existing procedures to enhance the overall support experience Identify and implement technology solutions to streamline support operations, including liaising with external vendors Address and resolve customer complaints, disputes, or concerns that have been escalated beyond the initial support level Qualifications: Bachelor's degree preferred At least 4 years in a people management role required At least 4 years working in a customer support function required Experience resolving customer issues via phone/email required SaaS experience required Familiarity with customer support software and tools Excellent communication and interpersonal skills, with the ability to remain calm and professional in high-pressure situations Preferred Skills: Healthcare or EHR experience preferred; SaaS experience required Management/coaching abilities Good communication skills, both written and oral Good time management and organizational skills Proficient in Microsoft Office and Google applications, ticketing tools Note: This job description is not intended to be all-inclusive. Employees may perform other related duties as negotiated to meet the ongoing needs of the organization. This role requires occasional hours during evenings and weekends to resolve customer inquiries.