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Sr Technical Operations Analyst

2 weeks, 1 day ago
United States
Full-time
Senior
Customer Support
Customer and Technical Support
Apply Now
Amwell

Amwell

Amwell provides a technology-based platform that connects payers and providers to enhance access to healthcare through live video visits with board-certified doctors, facilitating a seamless ecosystem of care that integrates in-person, virtual, and aut...

Diversified Telecommunication Services
1K-5K
Founded 2006
View All Jobs 11

Description

  • Support daily L2 team operations, including queue management, case questions, and team coaching.
  • Drive case escalations to resolution by coordinating with internal and external partners.
  • Create, track, and manage support tickets with a focus on customer experience.
  • Collaborate with external teams to audit and update workflows, templates, policies, and procedures.
  • Manage weekly L2 change notifications and communicate process, product, implementation, and workflow updates.
  • Create knowledge articles and training materials to improve team effectiveness and efficiency.
  • Mentor team members by providing guidance, constructive feedback, and escalation support.
  • Support critical incident management by providing troubleshooting insights and customer information.
  • Troubleshoot technical issues and reproduce recurring software and hardware problems for resolution or escalation to development.
  • Identify case trends and help develop action plans for L2 work queues.
  • Maintain a holistic understanding of the processes, tools, and systems within the L2 support scope.
  • Lead daily standups and team calibrations to keep operations aligned with leadership direction.
  • Research and execute yearly development plans focused on personal growth and leadership development.
  • Provide weekly rotational Convoy assistance and share enhancements with the team.

Requirements

  • 4-6 years of experience working in a services, support, or operations organization.
  • Exceptional communication, leadership, and cross-functional team-building skills.
  • Outstanding time management and organization skills.
  • Ability to manage initiatives and achieve goals in an evolving, changing scope.
  • Strong problem-solving and trend analysis skills.
  • Experience as a senior member of a support organization, with a record of mentorship and project management experience.
  • Ability to thrive in a rapidly changing, results-driven environment.
  • Technical aptitude and the ability to troubleshoot software and hardware issues.

Benefits

  • Flexible Personal Time Off (vacation time).
  • 401(k) match.
  • Competitive healthcare, dental, and vision insurance plans.
  • Paid parental leave for maternity and paternity.
  • Employee Stock Purchase Program.
  • Free access to Amwell telehealth services, SilverCloud, and The Clinic by Cleveland Clinic second-opinion program.
  • Free subscription to the Calm app.
  • Tuition assistance program.
  • Pet insurance.
  • Virtual-first work environment with work-life flexibility, including Summer Fridays and designated Mental Health Days.
  • Annual bonus eligibility, with possible long-term incentive and short-term variable compensation.

Interested in this position?

Apply directly on the company website

Apply Now

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