Health & Benefits - Support Specialist Team Lead (Remote) (Finance)

The Team Lead- Support Specialist position is responsible for providing guidance and support to Support Specialists. This role will also be responsible for coaching, training and mentoring team members, assisting with the development, reviewing, and updating of policies and desktop procedures, and discussing, testing, and implementing new product offerings and new software applications. Through verbal and written communications, the ideal incumbent will develop, strengthen, and maintain a positive relationship with our customers and firm associates.
Assist the Manager in monitoring activities such as:

Meeting established service levels

Designing and testing of new product offerings and new software applications

Providing backup support for team members and supervisors

Maintain a positive work atmosphere with the team and internal departments

Assist in developing, updating, and reviewing internal customer service policies and desktop procedures

Maintain a professional approach to customer service, consistent with Inspira's protocol and service levels

Provide direct feedback to team members on areas of opportunities to enhance services provided to the client

Utilize sound judgment to escalate issues that may require intervention of the supervisor

Prepare team statistics and reports

Manage special projects

Suggest and implement improvements to internal processes

Other duties as assigned

Typical Schedule: 11:30 a.m. ET to 8 p.m. ET

• Pacific Time: 8:30 a.m. to 5 p.m.
• Mountain Time: 9:30 a.m. to 6 p.m.
• Central Time: 10:30 a.m. to 7 p.m.

One Saturday per month: 9 a.m. to 1 p.m. ET

• Pacific Time: 6 a.m. to 10 a.m.
• Mountain Time: 7 a.m. to 11 a.m.
• Central Time: 8 a.m. to 12 p.m.