Technical Support Team Lead

• Leading a team of 12 Technical Customer Operations Analysts in providing technical support • Developing and implementing technical support initiative and strategies to increase efficiency and productivity • Assisting Treasury, Finance, Reconciliation team in investigating discrepancies in the transactions that might be related to technical issue • Conducting training with the newly hired technical support analyst • Providing assistance with the team with SQL, reading partner code, comprehending the XML logs • Directly collaborating with the Client for any process improvement • Conducting regular performance evaluations, providing constructive feedback and setting clear objectives to enhance team capabilities. • Diagnosing hardware and software failures by evaluating and analyzing symptoms provided using established procedures. Coordinating and carrying out system upgrades and patches, ensuring minimal disruption to users.

• Answering incoming calls and emails from customers and responding to their inquiries and complaints in a professional manner • Resolving customer issues in a timely manner to ensure customer satisfaction • Handling customer complaints with empathy and provide appropriate solutions to their concerns • Understanding and striving to meet or exceed metrics while providing excellent and consistent customer service • Attending training sessions and team meetings to enhance skills and knowledge

• Determining the areas for process improvement, followed best practices, and improved workflows to improve efficiency and customer satisfaction. • Updating the Runbook (Process Manual) used by Technical Support team. • Conducting Synergies, Huddles, Coaching Sessions with the Technical Support team.

• Making outbound calls to follow up with insurance companies on denied claims through internal/client workflows. • Inspecting patient documentation on client's systems and interpret the explanation of benefits ahead of conducting follow up • Working towards optimizing key metrics while keeping accurate records of all actions taken to maintain a clear audit trail • Analyzing accounts receivable data to understand reasons and documenting these using appropriate codes