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Experience Level
Manager
Qualifications
Duties and Responsibilities:Provide technical expertise and training to team members on challenging issues. Manage ownership of complex cases for appropriate handling. Oversee assigned Salesforce queues. Ensure compliance with department service standards for phone and email queues. Conduct ongoing Q&A sessions to enhance team knowledge and troubleshooting skills. Guide new and existing team members on case quality evaluations. Assist management with customer escalations via various communication channels. Review team member cases during absences to maintain follow-up timelines. Escalate cases to Tier II support as needed. Coordinate customer communications regarding outages, product releases, and maintenance. Take charge of special projects as requested by management. Exhibit leadership qualities and collaborate effectively across the organization. Effectively manage difficult customer interactions. Proactively perform tasks independently with minimal supervision.
About the job
Founded in 1998, Inovalon is committed to leveraging technology and data to transform the healthcare ecosystem, driving improvements in both outcomes and economics. We believe that empowering our customers with data-driven solutions leads to better healthcare for all. Our collective momentum is building as we strive to meet the greatest needs of healthcare.
As ONE Inovalon, we unite to deliver significant solutions that add value not only to our customers but also to the millions of patients and members they serve. Our mission-based culture values inclusion and innovation.
Overview: The Technical Product Support Team Lead plays a vital role in addressing internal team inquiries via phone, email, and chat, providing essential assistance with our products. This position is responsible for ensuring adequate phone coverage for incoming customer calls, managing case queues, and gathering feedback on process updates. Additionally, the Team Lead will make training recommendations and assist in onboarding new hires while evaluating case quality to provide constructive feedback to team members.
About Inovalon
Inovalon is a leader in healthcare technology, dedicated to driving the transformation of healthcare through innovative data solutions. With a focus on enhancing patient outcomes and healthcare economics, we empower our clients to succeed in their missions. Our inclusive culture fosters a collaborative environment where every team member can contribute to meaningful change in the healthcare landscape.
Join Sonsoft Inc. as a Java Technical Lead specializing in User Interface development. In this role, you will lead a talented team of developers in creating innovative web applications that provide exceptional user experiences. Your expertise will guide the architectural direction and best practices in Java technologies, ensuring the highest quality of deliverables.We are looking for an individual who is passionate about technology and has a strong background in frontend development, specifically with Java frameworks. You will collaborate closely with cross-functional teams to design, develop, and maintain scalable applications.
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Founded in 1998, Inovalon is committed to leveraging technology and data to transform the healthcare ecosystem, driving improvements in both outcomes and economics. We believe that empowering our customers with data-driven solutions leads to better healthcare for all. Our collective momentum is building as we strive to meet the greatest needs of healthcare.As ONE Inovalon, we unite to deliver significant solutions that add value not only to our customers but also to the millions of patients and members they serve. Our mission-based culture values inclusion and innovation.Overview: The Technical Product Support Team Lead plays a vital role in addressing internal team inquiries via phone, email, and chat, providing essential assistance with our products. This position is responsible for ensuring adequate phone coverage for incoming customer calls, managing case queues, and gathering feedback on process updates. Additionally, the Team Lead will make training recommendations and assist in onboarding new hires while evaluating case quality to provide constructive feedback to team members.
About Mendaera, Inc.Mendaera, Inc. is at the forefront of healthcare innovation, developing groundbreaking technology that empowers providers to enhance patient care. Our advanced platform integrates real-time imaging, robotics, and artificial intelligence, making precise interventions more accessible while eliminating obstacles in the patient journey, expediting recovery, and reducing healthcare costs.We are looking for a highly skilled Technical Service Lead to establish and expand both remote and field-based technical support for our robotic capital medical device platform used in hospitals. This role is a hands-on, senior individual contributor and player-coach position dedicated to supporting intricate electromechanical systems equipped with embedded software.The Technical Service Lead will manage technical escalations involving hardware, software, and system-level challenges during installation, training, clinical usage, and initial commercial deployment. The ideal candidate will possess robust experience in supporting capital medical devices or regulated electromechanical systems in clinical or field settings, with a strong understanding of how hardware, software, and clinical workflows converge.Important: This position is not an IT help desk or enterprise application support role. Candidates whose experience is primarily in desktop support or ticket-based IT help desks are not encouraged to apply.The platform comprises robotic hardware, imaging components, peripherals, and Linux-based embedded software. Comfort in working within device-level Linux environments for diagnostics, log analysis, and service workflows is essential, as opposed to managing servers, networks, or enterprise applications.Although the majority of work will be conducted remotely, the role will also require periodic on-site field support for: • System installations and go-lives • Early clinical use and adoption • Complex technical escalations • Commercial demonstrations and customer evaluationsThis position is highly cross-functional, collaborating closely with Sales, Clinical, Service, Support, Engineering, and Quality teams to ensure the safe and timely resolution of issues and a superior customer experience during the initial commercialization phase.The annual salary range for this role is $130,000 to $141,500.About YouWe are in search of candidates who excel in fast-paced environments, embrace ambiguity, can independently create work products, possess strong critical thinking skills, and pay attention to detail.
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Full-time|On-site|Atlanta, Georgia, United States; Center Valley, Pennsylvania, United States; Las Vegas, NV; Tampa, Florida, United States
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Dec 14, 2016
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