Sr Technical Operations Analyst
$81,440–$91,620 year
Remote · United States
Job Summary
Senior Technical Support Operations Analyst to join Amwell's customer support team. The role partners with the L2 leadership to manage day-to-day operations, coach team members, escalate cases, track support tickets, and collaborate with internal and external teams. Core duties include queue management, incident management support, creating knowledge articles and training materials, mentoring staff, identifying case trends, developing action plans for workload, and ensuring processes, tools, and policies are up-to-date. The position emphasizes mentorship, KPI delivery, and cross-functional collaboration in a fast-changing environment, with a focus on delivering high-quality customer experiences and continuous improvement across L2 workflows.
Required Qualifications
- Minimum 4-6 years of experience in a Services, Support, or Operations organization
- Exceptional communication, leadership, and cross-functional team building skills
- Outstanding time management and organization skills
- Ability to manage initiatives and achieve goals with evolving scope
- Adept in problem solving and trend analysis
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