Cloud Call Center Technician

About Winona:

Winona is one of the leading telemedicine companies providing HRT for women in menopause. We’ve built all of our technology in house including an EHR, patient care admin system, patient portal, website, marketing technology etc. Winona has two compounding pharmacies and a team of in house physicians providing world-class care via a fully vertically integrated business model.

About the role:

Winona is looking for a remote Call Center IT Technician to provide technical support and administrative assistance to our remote call center team. The ideal candidate possesses a strong technical foundation, excellent problem-solving skills, and the ability to manage multiple tasks efficiently. This position can be either full-time or part-time.

Seniority Level: Junior-Mid Level

Responsibilities:

Technical Support

• Provide first-line technical support to call center agents, resolving issues related to hardware, software, and network connectivity.

• Oversee the administration and optimization of cloud-based call center software.

• Diagnose and resolve technical problems affecting call center operations, including system failures, software errors, and network outages.

• Collaborate with the development team to implement new technical solutions and resolve system issues.

Administrative Support

• Assist call center representatives with various administrative tasks such as data entry, filing, and report generation.

• Provide general support to the call center team to ensure smooth operations.

• Manage and coordinate scheduling and appointment confirmations for patients.

• Coordinate with other departments to ensure timely resolution of patient inquiries and issues.

• Serve as a point of contact for call center representatives regarding technical difficulties.

Problem Solving

• Troubleshoot technical issues and provide solutions or escalate as needed.

• Identify opportunities to improve call center processes and workflows.

• Analyze data to identify trends and patterns related to technical issues.

Requirements:

• Proven experience in technical support, preferably in a call center environment.

• Strong understanding of cloud computing platforms and technologies.

• Experience setting up and managing IVRs.

• Previous experience in a call center or customer service environment preferred.

• Technical Skills:

  • Demonstrated experience with JustCall, Twilio, and Calendly platforms.

• Excellent verbal and written communication abilities.

• Proficient in using computer systems and software applications.  

• Ability to multitask and prioritize tasks effectively.

• Strong problem-solving and analytical skills.

• Reliable high-speed Wi-Fi and a personal laptop.

• This position requires availability between 8 AM to 4 PM Eastern time / Central time.

What’s in it for you?

As a full-time member of our team, you’ll enjoy:

• Work wherever you choose.

• Unlimited PTO (fulltime).

• Non-working holidays per country of residence.

• Pro-rated 13th-month bonus in select regions.

• Referral bonuses.

• Financial support for online courses.

• Fun and casual work environment.

• Employee engagement activities and virtual gatherings.

• We are a diverse, global team! 🌍