Technical Support Services Team Lead
Company Description
Privia Health™ is a technology-driven, national physician enablement company that collaborates with medical groups, health plans, and health systems to optimize physician practices, improve patient experiences, and reward doctors for delivering high-value care in both in-person and virtual settings. The Privia Platform is led by top industry talent and exceptional physician leadership, and consists of scalable operations and end-to-end, cloud-based technology that reduces unnecessary healthcare costs, achieves better outcomes, and improves the health of patients and the well-being of providers.
Job Description
The Technical Support Services (TSS) Team Lead is a collaborative role that offers a unique opportunity to enhance skill sets and work across a wide range of customer experience and technology teams at Privia. As Team Lead, you will leverage your leadership skills to mentor and collaborate with both junior and senior team members in case management handling and customer call handling. This fully remote position is vital in supporting and troubleshooting Care Center and Corporate end-user devices and applications.The TSS Team Lead will also engage in collaborative problem-solving to research and resolve complex issues that previous support analyst levels have been unable to complete, and determine proper escalation channels. The ideal candidate is innovative, energetic, highly adaptable to new processes and procedures, and thrives in a team-oriented environment while maintaining upholding top-tier support standards.
●Complex issue resolution: Research and resolve the most complex technical issues that previous help desk levels have been unable to fix, utilizing advanced troubleshooting techniques and problem-solving skills.
● Process improvement: Identify opportunities to improve existing processes and procedures with a focus on scalability, and actively contribute to the development and implementation of new support methodologies.
● Collaboration: Collaborate with cross-functional teams, such as network operations, software development, and infrastructure teams, to resolve escalated issues and ensure smooth operations.
● Mentorship: Guide and mentor junior team members in case management handling and customer call handling, ensuring that they deliver high-quality support and continuously develop their skills.
● Productivity and quality: Maintain high levels of productivity while delivering quality support, meeting or exceeding defined service level agreements (SLAs) and customer satisfaction targets.
● Customer interaction: Interact with customers in a professional and customer-focused manner to gather information, troubleshoot issues, and provide timely resolutions.
● Provide technical support: Assist end users with hardware, software, and general systems support for their computers and endpoint protection services.
● Documentation: Accurately document all customer interactions, technical solutions, and issue resolutions in the designated knowledge base or ticketing system.
● Training and development: Stay up to date with the latest technology trends, industry best practices, and product knowledge to continuously enhance personal and team expertise.
● Schedule Flexibility: Maintain a semi-flexible schedule from 8 AM to 6 PM Eastern Standard Time (EST). This flexibility ensures availability to cover the required working hours and provide support to patients and team members during this time.
Qualifications
● Bachelor’s degree or equivalent work experience preferred
● 4+ years of work-related experience in healthcare preferred
● 1 years leadership experience across virtual and geographical time zones
● Experience working in a remote workforce culture is a plus
● Strong understanding of Google Apps, ConnectWise and Salesforce
● Leadership skills: Demonstrated leadership abilities, including the ability to mentor and guide junior team members, and effectively manage workload distribution.
● Technical expertise: Proficiency in troubleshooting hardware and software issues, including end-user computers and endpoint protection services. Familiarity with networking concepts is a plus.
● Customer focus: Strong customer service and communication skills, with the ability to interact professionally with customers to gather information and provide technical assistance.
● Adaptability: Ability to quickly adapt to changing processes, procedures, and technologies in a fast-paced environment.
● Problem-solving: Excellent problem-solving and critical thinking skills, with the ability to research, analyze, and resolve complex technical issues.
● Productivity: Proven ability to maintain high levels of productivity while delivering quality support and meeting defined SLAs.
● Team player: Collaborative mindset and willingness to work with cross-functional teams to resolve issues and contribute to the overall success of the organization.
● Documentation skills: Strong documentation skills to accurately record customer interactions, technical solutions, and issue resolutions.
● Continuous learning: A passion for learning and staying up to date with the latest technology trends and industry best practices.
The salary range for this role is $72,000.00 - $90,000.00 in base pay and exclusive of any bonuses or benefits. This role is also eligible for an annual bonus targeted at 15% and restricted stock units. The base pay offered will be determined based on relevant factors such as experience, education, and geographic location.
Additional Information
All of your information will be kept confidential according to EEO guidelines.
Technical Requirements (for remote workers only, not applicable for onsite/in office work):
In order to successfully work remotely, supporting our patients and providers, we require a minimum of 5 MBPS for Download Speed and 3 MBPS for the Upload Speed. This should be acquired prior to the start of your employment. The best measure of your internet speed is to use online speed tests like https://www.speedtest.net/. This gives you an update as to how fast data transfer is with your internet connection and if it meets the minimum speed requirements. Work with your internet provider if you have questions about your connection. Employees who regularly work from home offices are eligible for expense reimbursement to offset this cost.
Privia Health is committed to creating and fostering a work environment that allows and encourages you to bring your whole self to work. Privia is a better company when our people are a reflection of the communities that we serve. Our goal is to encourage people to pursue all opportunities regardless of their age, color, national origin, physical or mental (dis)ability, race, religion, gender, sex, gender identity and/or expression, marital status, veteran status, or any other characteristic protected by federal, state or local law.