Technical Team Leader Jobs

SupportNinja is a new kind of BPO. Our vision is to show the world a better way to outsource by developing the best people, implementing the latest technology, and challenging the status quo. SupportNinja helps fast-growing tech companies by providing around-the-clock outsourced support, lead generation, customer service and community management.

As a Ninja, you are guaranteed a culture dedicated to our core values: We Value Our People First, We Stay Humble, We Improve Daily, We Embrace Compassionate Candor, We Live Joyfully.

The Technical Team Leader is responsible for the day-to-day activities and guidance of their team members. The Technical Team Leader sets targets, implements guidelines, and assists with any issues the employees may have. The Technical Team Leader has to ensure that all members understand the team’s objectives and work together to achieve them. Constant monitoring by the manager helps to ensure that everyone is working towards the same goal.

The Technical Team Leader may use certain principles to manage the team. One such is the SMART principle; team members receive training to ensure their goals are specific, measurable, achievable, realistic, and timely. The Technical Team Leader will foster a cohesive, creative, and comfortable working environment, mediating any interpersonal issues within the team. They provide leadership and direction where necessary.

What does a day in the life as a Technical Team Leader look like?

• Attends quality calibrations internally and with the client to align and ensure consistency in quality standards
• Participates in Product Specific Training to ensure they fully understand the products and services to support continuous growth and assist team members on the account
• Calibrates and coordinates effectively, efficiently, and clearly with all internal stakeholders
• Performs other duties as assigned
• Responsible for supporting and conducting weekly coaching sessions with all team members to review their performance, reliability, etc.
• Prepares, analyzes, conducts, and presents periodic business reviews essential to performance tracking, as necessary; it may include presentations towards internal leaders and/or clients
• Identifies individual and team gaps and takes corrective actions as needed following business-standard practices
• Adheres and coordinates payroll-related processes and procedures
• Monitors calls, email and chats to ensure team members are adhering to quality standards and processes
• Participates in the hiring and selection process of team members
• Implements employee engagement activities to drive the team’s overall performance – productivity, reliability, and quality
• Assists with handling calls, email or chats to reduce oversaturation of the queue
• Takes escalated calls as needed when customers request to speak with leadership

What are the required qualifications for a Technical Team Leader?

• Excellent communication skills, verbal and written
• Bachelor's Degree within Accounting, Finance, Medical Billing, Economics, Health Management or closely related field preferred
• Troubleshooting web-based software applications required
• 2 years of experience as a Call Center Supervisor/Team Leader in a SaaS or Tech Organization required
• Able to work all shifts within the hours of operation starting at 8pm through 8am Monday-Friday. Weekend hours including Friday 8am - Monday 8am based on a 24-hour rotation.
• Must be 18 years of age or older

Having these qualifications are helpful, but not required

• 2 years of experience in a technical support environment in the healthcare industry or knowledge in the skilled or assisted living healthcare industry

Ninja Perks and Benefits

Competitive compensation

Medical, dental and vision insurance

Paid time off, birthday leave

Opportunities for skills training and personal and professional development

Employee Referral Program

Disclaimer:

The duties and responsibilities listed above describe the post as it is in general terms and are not definitive. The post holder is expected to accept any reasonable alterations that may from time to time be necessary.

SupportNinja is proud to be an Equal Employment Opportunity employer and we do not discriminate based upon race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, veteran status, disability, or other applicable legally protected characteristics under federal, state, or local law.