Technical Support Team Lead

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Summary of Position: 

Our Customer Success Technical Support Team Leads are responsible for overseeing a team of technical support representatives. The Team Lead is responsible for the success and development of the representatives he/she oversees. In addition to developing troubleshooting abilities in their representatives, Team Leads must ensure their representatives act with full account ownership meaning they discuss the benefits our software offers to assist our customers with their practices.

The Team Lead has oversight to driving efficiencies and plays a crucial role in identifying barriers to success, and suggesting and implementing ways for improvement. It is important that Team Leads ensure their team provides exceptional support to new customers and on-going support and training to current customers.

Duties & Responsibilities:

  • Effectively teach associates how to respond to customer calls, chats and cases regarding Solutionreach products while troubleshooting our software.
  • Ensure reporting associates act with determination and full ownership to all resolve cases with an importance on first contact resolution. 
  • Responsible for empowering and educating associates and customers on self-help options by teaching them how to effectively use the knowledge base by searching and locating their answers together.
  • Exhibit a speed to success through teaching associates the skillsets needed to effectively troubleshoot difficult technical issues.
  • Develop a strong, in depth understanding of product knowledge, architecture, and solutions.
  • Demonstrate comprehensive product knowledge to support our associates and customers in personalizing our service to their practice’s needs.
  • Encourage associates to utilize the knowledge base and other resources on every interaction.
  • Showcase the ability to resolve synchronization software functioning issues in addition to developing these abilities within your associates.
  • Ensure associates complete proper troubleshooting while working with high priority remote servers hosted by Solutionreach, which contain customer data.
  • Responsible for the development, analysis, and improvement of new strategies for associate and customer engagement.
  • Responsible for reviewing interactions such as phone calls, chats, and emails to determine behavior related opportunities to then regularly coach associates in order to improve their job performance.
  • Must be confident in their ability to role-play scenarios to develop behavioral changes within their associates and peers.
  • Identify, monitor, and articulate reporting requirements that are key indicators for success.
  • Develop and set goals in additional to making plans for their team that assist department goals.
  • Creatively motivate associates to exceed personal, team, and department goals.
  • Planning, assigning, and directing work, rewarding and disciplining associates, and effective conflict resolution.
  • Team Leads must hold team members accountable to their professional growth and development through continuous developmental efforts.
  • Manages all team members’ time off and leave requests with support from management and HR representatives.
  • Promote employee-centric culture that encourages associate satisfaction and engagement.
  • Ability to effectively time manage and organize assignments.
  • Ability to work with high urgency and efficiency.
  • Team Leads are subjected to strong metric based performance assessments.
  • Create and distribute service agreement addenda in accordance with department policy.

Minimum Qualifications:

  • High School Diploma or Equivalent.
  • BS/BA degree preferred but not required.
  • Have at least 2+ years of experience in a technical support supervisor role working with cloud-based software and desktop hardware with additional customer service experience. Prior experience in the SaaS industry.
  • Exceptional leadership and analytical skills.
  • Knowledge on best practices and ability to add value and inform customers how they can obtain more value with our product.
  • Be proficient and experienced in Windows workstation and server environments.
  • Knowledge of Mac OS workstation and server environments.
  • Familiarity with HTML/CSS, JavaScript, SQL query language, and XML.
  • Familiarity with enterprise networking concepts.
  • Have familiarity with small area networking practices and security protocols.
  • Familiarity with one or more database types.
  • Has the ability to troubleshoot, test, report, document, install, and train on software.
  • Must have very strong interpersonal skills and the ability to make positive connection quickly with our employees and customers.
  • Prior leadership or consultant experience in assisting associated and customers to utilize software effectively.
  • Team Leads guide their team through small and large business changes. A healthy drive to support and champion changes in new ways, while managing complex situations are crucial.
  • Time management skills and self-motivation required for this position.
  • Strong problem-solving skills coupled with the ability to find multiple solutions to the same problem.
  • Ability to communicate detailed concepts in a clear and conceptual manner to our employees and customers.
  • Excellent understanding of Medical Industry, and the day-to-day operations of our customers.
  • Places high value on customer success, working with both associates and customers.
  • Ability to handle customer escalated supervisor calls in a professional manner.
  • Experience with community forums and similar resources.

Preferred Qualifications:

  • Experience with building knowledge bases.
  • Experience with Confluence.
  • Technical writing experience
  • Have other related medical software and/or technology experience.
  • Have experience working for a medical PM/EMR/HER software company.
  • Have medical office experience working with PM/EMR/HER software on a day-to-day basis.

Working Environment:

This job operates within the Customer Success department of Solutionreach. Shifts and work times are determined by business need and the needs of our customers determined by management.

Physical Demands:

While performing the duties of this job, the employee is regularly required to speak with clients regarding their concerns on the phone.  Employees in this position must be able to stay mentally focused and give full attention to clients when on the phone or researching resolution.

  • 1
  • Negotiable
  • None
  • None
  • Hi-930396
  • Permanent
  • 34

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