Teladoc Health is a global, whole person care company made up of a diverse community of people dedicated to transforming the healthcare experience. As an employee, you’re empowered to show up every day as your most authentic self and be a part of something bigger – thriving both personally and professionally. Together, let’s empower people everywhere to live their healthiest lives.

Summary of Position

Guide the TAC Agents to 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.

Essential Duties and Responsibilities

• Lead facilitate, and coordinate the troubleshooting of 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.

• Lead level 1 & 2 support (TAC) to manage and resolve complex Product issues reported by clients.

• Manage customer escalations and coordinate resolution efforts with key stakeholders (internal and external) by working cross-functionally to ensure issue ownership, action items, and communications are fulfilled. Ensure critical client SLAs are met.

• Help TAC Agents to maintain communication with the customers on the status of all open tickets. All responses will be professional, complete, well formatted, and consistent with prior communications.

• Ability to manage team of TAC Agents who handle multiple high visibility customer issues, some of which may be escalated with urgency and properly escalate unresolved issues to appropriate technology teams.

• Become sufficiently familiar with Teladoc Health HHS applications to be able 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.

• Coach/mentor/help other TAC Specialist and TAC Agents with issues that need assistance through personal assistance, or via group review sessions.

• Analyze ticket data to identify patters or trends and pinpoint operational issues and/or enhancement needs.

Qualifications Expected

• 5+ years of experience in a client-facing customer support role, preferably in supporting Software as a Service solution

• 3+ years management experience

• Proficient in Mac, Windows, and Google applications including smart phone devices

• Excellent verbal and written communication English skills. High competency in communicating complex technical issues to both technical and non-technical audiences via all support channels

• Ability to multitask, prioritize and manage time effectively

• Passion for helping people

• 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 constraint environment

Qualifications Preferred

• Engineering or related field. In lieu of a Bachelor’s degree, an equivalent combination of education and experience is accepted

• Experience in troubleshooting Web and Software Application, WebRTC

Why Join Teladoc Health?

A New Category in Healthcare: Teladoc Health is transforming the healthcare experience and empowering people everywhere to live healthier lives.

Our Work Truly Matters: Recognized as the world leader in whole-person virtual care, Teladoc Health uses proprietary health signals and personalized interactions to drive better health outcomes across the full continuum of care, at every stage in a person’s health journey.

Make an Impact: In more than 175 countries and ranked Best in KLAS for Virtual Care Platforms in 2020, Teladoc Health leverages more than a decade of expertise and data-driven insights to meet the growing virtual care needs of consumers and healthcare professionals.

Focus on PEOPLE: Teladoc Health has been recognized as a top employer by numerous media and professional organizations. Talented, passionate individuals make the difference, in this fast-moving, collaborative, and inspiring environment.

Diversity and Inclusion: At Teladoc Health we believe that personal and professional diversity is the key to innovation. We hire based solely on your strengths and qualifications, and the way in which those strengths can directly contribute to your success in your new position.

Growth and Innovation: We’ve already made healthcare yet remain on the threshold of very big things. Come grow with us and support our mission to make a tangible difference in the lives of our Members.

As an Equal Opportunity Employer, we never have and never will discriminate against any job candidate or employee due to age, race, religion, color, ethnicity, national origin, gender, gender identity/expression, sexual orientation, membership in an employee organization, medical condition, family history, genetic information, veteran status, marital status, parental status or pregnancy.