What are the responsibilities and job description for the Supervisor, Technical Support position at iRhythm Technologies, Inc.?
Boldly innovating to create trusted solutions that detect, predict, and prevent disease.
Discover your power to innovate while making a difference in patients' lives.iRhythm is advancing cardiac care...Join Us Now!
At iRhythm, we are dedicated, self-motivated, and driven to do the right thing for our patients, clinicians, and coworkers. Our leadership is focused and committed to iRhythm's employees and the mission of the company. We are better together, embrace change and help one another. We are Thinking Bigger and Moving Faster.
About This Role
iRhythm is a leading digital healthcare company focused on the way cardiac arrhythmias are clinically diagnosed by combining our wearable biosensing technology with powerful cloud-based data analytics and machine- learning capabilities. Our goal is to be the leading provider of first-line ambulatory ECG monitoring for patients at risk for arrhythmias. iRhythm's continuous ambulatory monitoring has already put over 1 million patients and their doctors on a shorter path to what they both need - answers.
About this role:
The Customer Care Technical Support Supervisor is responsible forproviding high quality and efficient customer service to iRhythm's customers (accounts) and patients throughout the United States. The position is responsible for the daily management of a team of Technical Support Engineers, leading the team to meet (and exceed) service level and quality objectives. Responsibilities include hiring and retaining talented people, setting daily schedules, SLA, quality and attendance adherence and reporting. This position will also spend significant effort organizationally motivating, recognizing and rewarding, coaching and training members of the team. They will act as an escalation point for internal leaders when required. Additionally, the position is responsible for assisting the Director of Customer Care Operations with employee development, quality, process efficiency and enhancing workplace environment.
Job Requirements:
- Oversee a team of 7-15 Technical Support Engineers who are servicing requests from accounts, patients and internal business partners for technical issues and providing daily monitoring and technical resolutions to system integrations.
- Provide daily direction through coaching, one-on-ones and quality feedback to ensure the highest quality of technical support for the Customer Care department
- Provide continual evaluation of processes and procedures. Responsible for suggesting methods to streamline operations through improved processes and additional technology
- Act as a point of escalation for technical issues involving the Customer Care team
- Provide daily, weekly and monthly metrics on all activity performed by the Technical Support Engineering team.
- Consistently partner with other Engineering teams within iRhythm to ensure constant alignment and continued support
- Respond to and resolve employee relations issues expressed by team members by working with employee, Director, Customer Care Operations and HR to understand, resolve and document issues
- Work as a member / leader of special or ongoing projects that are important to Customer Care and process improvement
About you:
- 5 years of experience in a high-volume call center environment with at least 2 years in a leadership position
- Strong proficiency with tools commonly used in a call center environment including customer relationship management, workforce management, reporting and telephony-based systems
- Strong analytic skills with the ability to identify trends and present information in a succinct and actionable manner
- Extensive technical problem-solving experience with web-based and IOS platforms
- Effective communicator with a talent for providing constructive feedback to team members
- Demonstrated leadership capabilities, successfully guiding teams through periods of rapid growth.
- Skilled at multitasking and prioritizing tasks in fast-paced, real-time environments.
- Exceptionally collaborative, flexible and adaptive when engaging with customers and various teams within iRhythm
- Bachelor's degree or relevant experience in healthcare field preferred
What's In It For You
This is a regular full-time position with competitive compensation package, excellent benefits including medical, dental, and vision insurances (all of which start on your first day), health savings account employer contributions (when enrolled in high deductible medical plan), cafeteria plan pre-taxed benefits (FSA, dependent care FSA, commute reimbursement accounts), travel reimbursement for medical care, noncontributory basic life insurance & short/ long term disability. Additionally, we offer:
- emotional health support for you and your loved ones
- legal / financial / identity theft/ pet and child referral assistance
- paid parental leave, paid holidays, travel assistance for personal trips and PTO!
iRhythm also provides additional benefits including 401(k) (with company match), an Employee Stock Purchase Plan, pet insurance discount, unlimited amount of Linked In Learning classes and so much more!
FLSA Status: Exempt
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Actual compensation may vary depending on job-related factors including knowledge, skills, experience, and work location.
As a part of our core values, we ensure a diverse and inclusive workforce. We welcome and celebrate people of all backgrounds, experiences, skills, and perspectives. iRhythm Technologies, Inc. is an Equal Opportunity Employer. We will consider for employment all qualified applicants with arrest and conviction records in accordance with all applicable laws.
iRhythm provides reasonable accommodations for qualified individuals with disabilities in job application procedures, including those who may have any difficulty using our online system. If you need such an accommodation, you may contact us at taops@irhythmtech.com
About iRhythm Technologies
iRhythm is a leading digital healthcare company that creates trusted solutions that detect, predict, and prevent disease. Combining wearable biosensors and cloud-based data analytics with powerful proprietary algorithms, iRhythm distills data from millions of heartbeats into clinically actionable information. Through a relentless focus on patient care, iRhythm's vision is to deliver better data, better insights, and better health for all.
Make iRhythm your path forward. Zio, the heart monitor that changed the game.
As a part of our core values, we ensure a diverse and inclusive workforce. We welcome and celebrate people of all backgrounds, experiences, skills and perspectives. iRhythm Technologies, Inc. is an Equal Opportunity Employer (M/F/V/D). Pursuant to San Francisco Fair Chance Ordinance, we will consider for employment all qualified applicants with arrest and conviction records.
Salary : $58,300 - $84,900
