Job Description

Join the team leading the next evolution of virtual care.

At Teladoc Health, you are empowered to bring your true self to work while helping millions of people live their healthiest lives.

Here you will be part of a high-performance culture where colleagues embrace challenges, drive transformative solutions, and create opportunities for growth. Together, we’re transforming how better health happens.

of Position

Under the general direction of the Technical Assistance Center Manager, the TAC Agent will focus on providing friendly, world-class customer, while problem solving.

Essential Duties and Responsibilities

• Provide excellent client support via phone.

• Become sufficiently familiar with Teladoc Health applications to be able to triage patient’s concerns and issues and know where to direct those for diagnosis and resolution. Communicate meaningful resolutions to patients providing both short term and long-term solutions.

• Accurately document and update tickets in the CRM tool (Salesforce) and on the Team Support platform, within the customers’ Service Level Agreement (SLA) while maintaining quick closure rates with higher customer satisfaction scores.

• Assist in reducing support load by writing on-line support materials (FAQ's and KB's) and proactively identify improvements to drive adoption. Will be identified as a key contributor to content.

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

• Applies knowledge and basic problem-solving techniques to define and resolve problems.

• Determines a course of action based on guidelines.

• Follows standard practices and procedures to provide real time support.
  

Qualifications Expected

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

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

• Passion for helping people

• Excellent time-management and organizational skills. Ensure all issues are properly logged and tracked.

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

Qualifications Preferred

• Experience in troubleshooting Web and Software Application, WebRTC

• Bachelor’s degree with applicable major or equivalent demonstrated through a combination of the following: work experience, training, military experience, and/or education. 

• Ability to multitask, prioritize and manage time effectively

• Go-getter able to quickly learn multiple systems and tools and able to tackle problems and support business needs in a resource constraint environment

As part of our hiring process, we verify identity and credentials, conduct interviews (live or video), and screen for fraud or misrepresentation. Applicants who falsify information will be disqualified.

Why join Teladoc Health?

• Teladoc Health is transforming how better health happens. Learn how when you join us in pursuit of our impactful mission

• Chart your career path with meaningful opportunities that empower you to grow, lead, and make a difference.

• Join a multi-faceted community that celebrates each colleague’s unique perspective and is focused on continually improving, each and every day.

• Contribute to an innovative culture where fresh ideas are valued as we increase access to care in new ways.

• Enjoy an inclusive benefits program centered around you and your family, with tailored programs that address your unique needs.

• Explore candidate resources with tips and tricks from Teladoc Health recruiters and learn more about our company culture by exploring #TeamTeladocHealth on LinkedIn

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). In our innovative and inclusive workplace, we prohibit discrimination and harassment of any kind.

Teladoc Health respects your privacy and is committed to maintaining the confidentiality and security of your personal information. In furtherance of your employment relationship with Teladoc Health, we collect personal information responsibly and in accordance with applicable data privacy laws, including but not limited to, the California Consumer Privacy Act (CCPA). Personal information is defined as: Any information or set of information relating to you, including (a) all information that identifies you or could reasonably be used to identify you, and (b) all information that any applicable law treats as personal information. Teladoc Health’s Notice of Privacy Practices for U.S. Employees’ Personal information is available at this link