Supervisor, Technical Support

Summary:

The purpose of the Supervisor, Technical Support Team is to oversee, manage, lead, coach, and train team members, as well as be the first line of defense on 24/7 support team to take appropriate action toward resolving system and network problems as they occur. This position will proactively investigate and respond to system and network issues while minimizing impact on customer service. They will enforce processes and procedures to escalate issues as required in 24/7 support environment. The Supervisor will make appropriate recommendations to agents on performance and opportunities for growth. This position will organize and direct daily activities regarding all call center operations that support Objectives and Key Result (OKR) metric obtainment. This position will provide resources to support staff members to identify trends and gaps for individual and center wide enhancements.

What You’ll Do: 

• Manage and direct daily activities of T2 agents
• Troubleshoot complex application and system processes
• Utilize database analysis tools to identify and resolve issues
• Deliver excellent customer service across multiple Platforms/ Products.
• Own performance management of team members to include coaching.
• Conduct performance evaluations
• Identify training needs and ensure team members acquire the appropriate support and training to apply best practices
• Assist staff with establishing and attaining career development goals
• Monitor all aspects of Time & Attendance policy and address accordingly
• Recognize team members for excellence in performance
• Act as an information resource in answering team members questions
• Ensure timely and consistent follow up in resolving customer complaints/questions
• Establish and maintain professional relationships with internal/external customers and department contacts
• Know and support approved corporate and departmental compliance policy and procedures
• Act as a liaison to support operations to provide feedback regarding operational improvements 

What Success Looks Like…

In 3 months…

• Develop deep familiarity with Bamboo Health’s product, users, and key customers
• Comfortable learning all technology tools
• Gain proficiency with internal tools and platforms 
• Develop key relationships with your T2 staff
• Understand team workflows, escalation paths, and support processes

In 6 months…

• Begin implementing process improvements based on data and team feedback
• Actively coach team members and provide actionable feedback
• Collaborate with other departments to resolve recurring issues and improve customer experience
• Contribute to documentation and knowledge sharing 

In 12 months…

• Drive competency throughout your team
• Ensure all OKR’s are being met or exceeded
• Solid knowledge of Confluence procedures

What You Need:

• 1–2 years of related experience in technical support, IT operations, or a similar supervisory role
• Support Center/Call Center experience preferred.
• Ability to inspire and support team members
• Excellent communication skills (written and oral) to build effective relationships with alllevels of the organization
• Strong Time Management Skills
• Exceptional decision-making skills
• Capability to maintain professionalism under stressful situations
• Strong analytical and problem-solving skills, with a high level of judgment and creativity in designing innovative solutions. 
• Demonstrated ability to thrive in fast-paced, high-growth, and rapidly evolving environments.  
• Ability to work effectively in a remote-first environment, ensuring high-quality virtual interactions with minimal distractions. 
• The ability to travel periodically for work. 

 What You Get: 

• Join one of the fastest growing health IT companies in the country
• Have the autonomy to build something with an enthusiastically supportive team
• Learn from working at the highest levels and on the most strategic priorities of the company, including from world class investors and advisors
• Receive competitive compensation, including health, dental, vision and other benefits

Belonging at Bamboo

We Care. #BambooHealthValuesCare

Every human being has the right to the best possible healthcare. Our Real-Time Care Intelligence™solutions enable healthcare professionals to see and treat every individual as a whole person by providing the right information, at the right time – regardless of physical, behavioral or social barriers.   

We’re a great place to work because we care. We continually seek to learn about our differences and ensure the unique perspectives and contributions of all employees are welcome, valued and celebrated.   

Our commitment to making a positive impact starts by recognizing and leveraging our differences, building inclusive teams and cultivating a sense of belonging.

Bamboo Health is proud to provide equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. 

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

To protect our applicants from fraudulent recruitment activity, we recommend that all applicants verify the validity of an interview and hiring process by visiting our website www.bamboohealth.com. All valid job postings will be listed on our careers page. Bamboo Health does not conduct interviews via text and will not request sensitive information such as banking details during the application process.