Sr. Professional Services Support

Teladoc Health is a global, whole person care company made up of a diverse community of people dedicated to transforming the healthcare experience. As an employee, you're empowered to show up every day as your most authentic self and be a part of something bigger - thriving both personally and professionally. Together, let's empower people everywhere to live their healthiest lives.

Summary of Position

The Senior Professional Services Support is a creative problem solver and is responsible for implementing technological solutions to solve business problems. To be a successful in this position, you have the ability to work with multiple discipline projects and demonstrate excellent organizational, time management, and decision-making skills. You will work as a member of the Client support team focusing on Product Implementation, Configuration, Integration, Escalation Management and Migration Projects.

Essential Duties and Responsibilities

• Resolve technical issues related to application implementation and supports troubleshooting of product functionality.
• Serves as implementation lead on designated engagements
• Provider basic application overview, technical support, and technical quality control throughout all stages of assigned projects.
• Create and maintain project documentation during implementation, including customer requirement analysis, scoping of work, production testing, and summarizing customer feedback
• Plan for customer events and launches, partnering with Support, Engineering, and Site Reliability Engineering to ensure customer success. Work with customers and Support to guide issues/escalations to resolution.
• Contribute to work plan creation, document issue resolution to knowledge base system and support of internal team members with technical issues.
• Provide project implementation support to our Technical Implementation Team
• May participate and work closely with our Solutions Design and Sales teams to meet with customers, develop a deep understanding of their objectives and spot new opportunities when possible.
• Provide support in system architecture definition, hardware/software specification and/or design, implementation, testing, client training, problem identification, and solution deployment.
• Advocate for the needs the Client Support team in the pursuit of efficacy and efficiency in delivery
• Assists in the preparation of release notes, training materials, and documentation in appropriate repositories.
• Participates in the development, documentation, maintenance, and auditing of ITSM processes and procedures.
• Balances simultaneous client engagements and internal assignments
• Assist in managing customer escalations and coordinate resolution efforts with key stakeholders (internal and external) by working cross-functionally to ensure issue ownership, action items, and communications are fulfilled. Ensure critical client SLAs are met
• Ensure customer escalations are resolved within agreed upon timelines, process change ideas are implemented, and Influence others towards action and change.
• Lead improvements by monitoring and developing dashboards to proactively monitor trends, customer escalations and use data to recommend technical and/or business process changes to meet expectations and/or optimize productivity
• Act as Incident Response Coordinator during high severity escalations or outages including participating on on-call 24x7 scheduling for Production impacting issues
• Assist in managing all customer-facing actions and communications during and after production outages and service disruptions. This includesdrafting sensitive customer-facing documents including Root Cause Analysis

Skill Requirements/Preferences

• Experience collaborating across business units internally and at large enterprises.
• Experience translating business requirements into technological solutions.
• Strong technical knowledge of complex systems, ideally in a multi-tenant, Cloud environment
• Experience supporting customers in one of the following: cloud operations (launch and capacity planning, product release management), technical support, escalation management, IT consulting.
• Understanding of one of the following: IT operations, database systems, networking, IT security, application development, service architecture, cloud-native application development, hosted services, storage systems, or content delivery networks.
• Knowledge of SQL, SAS or other database management tools including knowledge of writing queries and working with big data.
• Experience with other statistics/data-management languages (Python, R, etc) a plus
• In-depth understanding of WebRTC and SIP (Session Initiation Protocol).
• Knowledge of change leadership techniques and organizational governance structures
• Support leadership in strategic, business, and operational planning
• Able to manage relationships with peers and managers as it relates to support and services
• Knowledge of CRM tools and industry standard reporting tools, preferably Salesforce
• Detail-oriented work habits with attention to follow-through and issue resolution.
• Ability to cover multiple, overlapping complex projects; well organized and adaptable to changing demands
• Prior work experience in a hospital environment a plus.
• Demonstrated ability to organize, prioritize, and multi-task in a fast paced, changing environment to meet deadlines.
• Demonstrates proficient and effective presentation skills.
• Effective written and verbal communication and interpersonal skills.

Education Requirements

• BS/BA degree in a technical field, or equivalent experience.
• 4+ years' experience in a professional services implementation and/or software engineering role.
• Two (2) years experience working within an IT Infrastructure Library (ITIL) framework.
• Three (3) years experience in process modeling.
• Two (2) years experience in the development and delivery of IT process/service metrics and reporting.
• Knowledge of HIPAA standards

Why Join Teladoc Health?

A New Category in Healthcare:Teladoc Health is transforming the healthcare experience and empowering people everywhere to live healthier lives.

Our Work Truly Matters: Recognized as the world leader in whole-person virtual care, Teladoc Health uses proprietary health signals and personalized interactions to drive better health outcomes across the full continuum of care, at every stage in a person's health journey.

Make an Impact: In more than 175 countries and ranked Best in KLAS for Virtual Care Platforms in 2020, Teladoc Health leverages more than a decade of expertise and data-driven insights to meet the growing virtual care needs of consumers and healthcare professionals.

Focus on PEOPLE:Teladoc Health has been recognized as a top employerby numerous media and professional organizations. Talented, passionate individuals make the difference, in this fast-moving, collaborative, and inspiring environment.

Diversity and Inclusion:At Teladoc Health we believe that personal and professional diversity is the key to innovation. We hire based solely on your strengths and qualifications, and the way in which those strengths can directly contribute to your success in your new position.

Growth and Innovation:We've already made healthcare yet remain on the threshold of very big things. Come grow with us and support our mission to make a tangible difference in the lives of our Members.

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.

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 availableat this link.