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Call Center and Training Manager

Avizia is an, early-stage high-tech company in the rapidly growing telehealth space. Our mission is to transform patient care by enabling any provider to communicate with any patient at any place. We are redefining healthcare with the only end-to-end telehealth platform that combines easy-to-use care coordination software with provider and patient mobile applications and the industry’s leading telemedicine video devices.  Avizia proudly delivers telehealth solutions to more than 400 hospitals and clinics around the world.

The Call Center and Training Manager will manage the Avizia Tier 1 support partner relationships and develop training content for the company’s web-based and hardware videoconferencing solutions.  This position will play a vital role in delivering a world class customer experience by managing and supporting the hardware, infrastructure, and enterprise software platform that is bringing a revolutionary end-to-end telemedicine solution to the medical industry.

Avizia is committed to employee success and offers many benefits such as medical, dental, life, disability, unlimited Paid Time Off (PTO), and on site gym. We are headquartered in Reston, VA (Washington DC area) with easy access to the Metro. We like to have fun, laugh and achieve awesome.

This position will be located at Avizia’s Scottsdale, AZ office.

Duties & Responsibilities

  • You tell us! We’re a growing company that’s looking for a call center expert to take charge
  • Create and lead the strategic vision for the Avizia’s Tier 1 support offerings
  • Manage the daily operations of the existing call center partner and hire local reps/technicians
  • Provide regular feedback, track performance progression, and manage ongoing training
  • Manage and contribute to the customer facing knowledge base for the Avizia products
  • Develop training materials and videos on Avizia’s Next Gen video collaboration solutions
  • Provide exceptional support to medical staff, management, and executives
  • Provide after-hours support (“on call”) as needed
  • Perform other duties as assigned

Knowledge, Skills and Experience

Required

  • Bachelor’s degree from a regionally accredited institution (preferably in Information Systems, Health Administration, or Business)
  • 5+ years’ experience in customer service, client services, or technical support
  • 2+ years’ experience in managing partners or local support team members
  • Track record of delivering exceptional customer service (customer sat, SLAs, etc.)
  • Able to manage multiple projects simultaneously and deliver “Awesome”
  • Have a high focus on efficiency and process improvement
  • Highly effective communicator and cross-functional collaborator
  • Technically adept and able to diagnose SaaS mobile and web platform issues
  • Effective using the MS Office Suite products (Outlook, Word, PowerPoint, Excel)

Preferred

  • Ticket tracking software experience (Zendesk and JIRA)
  • Experience setting up and managing call center infrastructure
  • Experience working in a SaaS company and supporting enterprise users
  • Familiar with general health care terminology and health systems
  • Familiarity with collaboration tools such as Cisco Webex, Telepresence, CUCM, and Jabber, etc.

Additional Information

The position is located indoors in an office environment in our Scottsdale, AZ office. The incumbent must be able to communicate with other individuals in person, via phone, and through email.  The incumbent may be required to sit or stand for extended periods of time and the job requires the incumbent to use reasoning and judgment to address and solve business problems.  The incumbent must demonstrate manual dexterity in order to use common office equipment. Applicant may be required to lift up to 10 pounds on an occasional basis.  This position requires travel regionally and nationally less than 25%.

 

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