[Hiring] Technical Assistance Agent @Teladoc Health

Role Description

Join the team leading the next evolution of virtual care. At Teladoc Health, you are empowered to bring your true self to work while helping millions of people live their healthiest lives. Here you will be part of a high-performance culture where colleagues embrace challenges, drive transformative solutions, and create opportunities for growth. Together, we’re transforming how better health happens.

Under the general direction of the Technical Assistance Center Manager, the TAC Agent I will focus on providing friendly, professional customer service, while problem solving and demonstrating a high competency in communicating complex technical issues to both technical and non-technical audiences via phone, email, and chat support channels.

Work Shift: Wednesday to Sunday, 6:00am - 2:00pm ART

Essential Duties and Responsibilities

• Provide excellent client support via phone, email, and chat in both English and German as needed.
• Manage multiple high visibility customer issues, some of which may be escalated with urgency, and properly escalate unresolved issues to appropriate technology teams.
• Troubleshoot application and data issues and handle individual tickets with an eye to standardizing processes, gathering, and sharing knowledge, creating support templates and workflows that can easily be replicated and scaled.
• Become sufficiently familiar with Teladoc Health HHS applications to triage escalated tickets (severity/business impact) and know where to direct them for diagnosis and resolution.
• Communicate meaningful resolutions to clients providing both short term and long-term solutions.
• Accurately document and update tickets in the CRM tool (Salesforce) within the customers’ Service Level Agreement (SLA) while maintaining quick closure rates with higher customer satisfaction scores.
• Maintain communication with customers on the status of all open tickets. All responses will be professional, complete, well formatted, and consistent with prior communications.
• Assist in reducing support load by writing online support materials (FAQ's and KB's), and proactively identify improvements to drive adoption.
• Coach/mentor/help other TAC Specialists with issues that need assistance through personal assistance or via group review sessions.
• Analyze ticket data to identify patterns or trends and pinpoint operational issues and/or enhancement needs.
• Apply knowledge and basic problem-solving techniques to define and resolve problems.
• Determine a course of action based on guidelines.
• Follow standard practices and procedures in analyzing situations or data from which answers can be readily obtained.
• The time spent on each responsibility reflects an estimate and is subject to change dependent on business needs.

Supervisory Responsibilities

• No

Qualifications

• Bachelor’s degree and/or equivalent work experience
• 2+ years of experience in a client-facing customer support role, preferably in supporting Software as a Service solution
• Fluent in English and German
• Proficient in Mac, Windows, and Google applications including smartphone devices
• Experience in troubleshooting Web and Software Application, WebRTC
• Excellent verbal and written communication skills. High competency in communicating complex technical issues to both technical and non-technical audiences via all support channels

Preferred Qualifications

• Ability to multitask, prioritize and manage time effectively
• Provides prompt and accurate feedback to clients, often exceeding their expectations, and acting with consistent urgency
• Excellent time-management and organizational skills. Ensure all issues are properly logged and tracked.
• Go-getter able to quickly learn multiple systems and tools and able to tackle problems and support business needs in a resource-constrained environment

Benefits

• Enjoy an inclusive benefits program centered around you and your family, with tailored programs that address your unique needs.