Zentist
Level 2 Technical Support Supervisor
5 дн. назад
Страна неизвестнаMiddleRemoteC1
zendeskzohojirafreshdeskroot cause analysistechnical supportticketing systems
Zentist, a technology company specializing in fintech and RCM, develops cloud software for dental revenue cycle management. They seek a Level 2 Technical Support Supervisor to oversee support team operations ensuring high-quality ticket handling, working remotely with English C1+ requirements.
About the company
- Zentist is a technology (fintech and RCM) company that develops cloud software to automate revenue cycle management and insurance claims for dental practices.
Responsibilities
- Monitor the efficiency of ticket handling, ensuring timely responses and proper follow-up.
- Review the technical accuracy and quality of support tickets to ensure compliance with internal standards.
- Track and compile Root Cause Analysis.
- Provide feedback and guidance to support staff to help maintain consistent service levels.
- Assist in identifying recurring issues and escalating them to the appropriate teams for resolution.
- Support documentation efforts by helping maintain knowledge base articles and internal process guides.
- Prepare reports and insights for the Technical Support Director on team performance and operational challenges.
- Lead Root Cause Analysis (RCA) for complex and recurring technical issues, ensuring findings are accurate and actionable.
- Review tickets for technical accuracy, troubleshooting quality, and depth of investigation.
- Identify technical trends and recurring issues and provide insights to prevent future incidents.
- Work closely with Level 3 and Engineering teams on escalated issues, providing clear technical context and supporting resolution.
- Provide technical guidance and feedback to support engineers to improve troubleshooting and RCA quality.
- Maintain and improve technical documentation and knowledge base articles based on identified issues and learnings.
- Prepare technical insights and reports for the Technical Support Director, highlighting root causes, recurring problems, and improvement opportunities.
Requirements
- Previous experience in technical support, help desk, or IT operations required.
- Familiarity with ticketing systems (e.g., Zendesk, Zoho, Jira, Freshdesk, or similar).
- Strong attention to detail and ability to analyze support data.
- Good written and verbal communication skills with the ability to provide constructive feedback.
- Organized, reliable, and able to coordinate multiple priorities in a fast-paced environment.
- Technical aptitude and willingness to learn new tools and processes.
- Excellent command of English (minimum C1 level) to ensure clear and effective communication.
Conditions
- An opportunity to build leadership experience while ensuring operational excellence.
- Mentorship and support from the Technical Support Director.
- A collaborative and supportive work environment.
- Career growth potential within the company.
- Work Schedule: This role requires providing customer support coverage during the afternoon shift, specifically from 2:00 PM PST onwards, to ensure timely assistance for our customers.