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Technical Support Team Lead

Company

Kitcheck
Address , Remote
Employment type FULL_TIME
Salary
Expires 2023-06-18
Posted at 1 year ago
Job Description
At Bluesight, our mission is to create groundbreaking medication intelligence solutions that increase efficiency, safety and visibility for health systems and pharmaceutical manufacturers. We empower our customers to deliver the right medicine to the right patient at the right time, every time. We are a high growth healthcare software technology company with a start-up 'vibe' but over 1000 customers tracking medications using our proven and established solutions.

Bluesight is seeking an experienced Technical Support Team Lead with a strong background in high volume customer support, excellent technical skills, and experience leading teams and driving customer satisfaction. The Technical Support Team Lead will work directly with 3-5 Technical Support Engineers to manage them while also working directly with customers to provide an excellent support experience. This person will be responsible for ensuring their team is hitting or exceeding established metrics and SLAs, and will be responsible for escalations both from their team and up to the Technical Support Manager.
The ideal candidate is a strong people leader, passionate about fostering teams and has an eye for the big picture. This person can operate in an environment that is often ambiguous and requires creativity to resolve issues.

Duties and Responsibilities

  • Ensure team compliance with Support ticket SLAs and be accountable for overall team metrics
  • Ensure team compliance with all regulatory requirements (including correct handling of sensitive data)
  • Work with the Technical Support Manager to develop and launch new strategies for scaling the Support team’s ability to resolve issues specifically by updating internal and external documentation to deflect support cases and resolve cases faster
  • Work with the Technical Support Manager to develop the team through hiring, coaching, and continuous improvement.
  • Responsible for team planning which may include out of office coverage, approving requests, distributing workload and maintaining a strong sense of team by facilitating team building exercises.
  • Oversee the execution of the team’s projects including enterprise level, strategic and partnership projects and report on metrics related to these projects.
  • Conduct weekly 1:1’s and ongoing performance feedback sessions for performance/professional development coaching and act as a point of escalation.
  • Establish standards of high-quality work and lead by example.
  • Work closely with the product team and other internal teams on company wide initiatives representing the Support team.
  • Manage a group of 3 - 5 Tech Support engineers
  • Be hands-on with the Support team, as a player-coach when you are not working with the team to get them running optimally, you’ll take on projects or tasks to help contribute to the team’s success metrics.

Qualifications and Skills

  • High attention to detail and extremely organized
  • Bachelor’s degree strongly preferred
  • 5+ years of professional work experience; (client facing and/or experience in the healthcare industry a plus)
  • 2+ years of technical work (System Administration, Data Analytics, etc)
  • Excellent verbal and written communication skills and interpersonal skills
  • Travel up to 15% or 4 times a year required
  • 4+ years of technical support and/or customer support experience, ideally for external customers
  • Ability to adapt to change, think critically, and work independently/remotely
  • 2+ years experience managing direct reports or project teams of 3 or more people
  • Must be flexible with scheduling to work with customers in different time zones
  • A positive team-player attitude who is committed to getting things done
This position is a remote position and open to applicants in the continental United States.

Why Bluesight?
Bluesight’s culture is built on innovation and teamwork. There’s room to grow and opportunities to take initiative. You will partner with sharp, motivated teammates looking to disrupt a massive industry—and have fun doing it. We truly believe that where you work and what you do matters. Join us as we revolutionize the hospital pharmacy landscape!
  • Employee stock options
  • Competitive salary
  • Fun, collaborative culture!
  • Time off when you need it – unlimited vacation days!
  • Generous insurance coverage
  • 401k program with a company match

EOE AA M/F/VET/Disability

All qualified applicants will receive consideration for employment and will not be discriminated against on the basis of race, religion, color, national origin, sex, protected veteran status, disability, or any other basis protected by federal, state or local laws.