Technical Escalations Manager

About us

LifeMD is a leading provider of virtual primary care committed to enhancing access to quality and affordable virtual and in-home healthcare. Catering to a wide range of health needs, LifeMD covers over 200 conditions, including primary care, men’s and women’s health, allergy & asthma, and dermatology. The company operates a vertically-integrated proprietary digital care platform, backed by a 50-state affiliated medical group and a US-based patient care center. LifeMD was recently ranked #166 in the 2023 Deloitte Fast 500.

About the role

LifeMD is seeking a dedicated and experienced Technical Support Escalations Manager to join our team. In this role, you will be responsible for providing technical assistance to our providers, employees, and customers as well as triaging high-level technical issues, ensuring they are handled effectively. To succeed in this role, you should have a problem-solving attitude along with the ability to work independently or as part of a team.

Responsibilities

• Triage, manage and resolve high-level technical issues in a timely manner across various platforms
• Identify trends and escalate unresolved issues to the appropriate internal teams
• Manage the ticketing system, ensuring ticket completeness and resolution
• Document solutions and SOPs in the knowledge base, provide internal communication around resolutions
• Develop and implement strategies to continuously improve technical support processes
• Work directly with senior management to provide feedback and drive product development
• Implement and monitor performance metrics associated with technical issues
• Report on technical escalations and resolutions to stakeholders

Requirements

• Bachelor's degree in Computer Science, Information Technology, or related field
• 3-5 years experience as an Escalations Manager, Technical Support Manager, or similar
• Excellent problem-solving and communication skills
• Knowledge of IT systems and applications
• Experience with performance metrics and reporting
• Exceptional organizational and multitasking skills
• MongoDB experience or other database experience is preferred
• Basic understanding of JavaScript and debugging using the browser DevTools

Benefits

• Health Care Plan (Medical, Dental & Vision)
• Retirement Plan (401k, IRA)
• Life Insurance (Basic, Voluntary & AD&D)
• Unlimited PTO Policy
• Paid Holidays
• Short Term & Long Term Disability
• Training & Development