Tech Support Tier 2 Team Lead
Company: Vyne Dental -
Location: Indianapolis
Posted on: August 7, 2022
Job Description:
About Vyne DentalVyne Dental, a SaaS company, is part of the
Vyne family of industry-leading information exchange and
communication management solutions for healthcare. Vyne Dental
gives dental practices and insurance plans and payers the ability
to exchange health information in an efficient manner to help
improve their revenue cycle management processes.Some of The Things
You'll Love About Us:
- Company Culture: Results-driven, high-energy team that enjoys
having fun along the way!
- Rest and Relaxation: Unlimited PTO and 11 paid holidays
- Health Benefits: Competitive PPO and HDHP plans offered
alongside many other great benefits
- Prepare for the Future: Generous 401(k) matchDUTIES &
RESPONSIBILITIES:
- Lead and manage a team of high-performing Tier 2 agents.
- Coach, develop, motivate, and mentor individual agents and
foster a robust team environment.
- Identify and craft solutions for gaps in customer experience
and process inefficiencies.
- Take ownership of data-related projects and be the subject
matter expert of data to others on the team.
- Assist the Customer Support Manager with developing, analyzing,
and implementing staffing, training, scheduling, and
reward/recognition programs.
- Assist the team with continuous evaluation of processes and
procedures and implementation and sustainment of improvements to
gain efficiency and effectiveness.
- Research and follow up on account or service problems to
identify root causes and drive for resolution.
- Strong advocate for our customers and the experiences we
provide our clients.
- Designing and implementing new ways for us to connect and
retain our users.
- Assisting with incoming call volumes when warranted.
- Taking inbound and making outbound phone calls based on support
call volume.
- Other duties as assigned. Education, knowledge, and skills:
- Strong Customer Service mentality and problem-solving
skills.
- Experience in making data-driven decisions that improve
customer satisfaction and increase efficiency.
- Ability to discover, analyze, and communicate information.
- Coachable, accepts responsibility, goal-driven, and flexible in
approach.
- Tech-savvy and comfortable spending your day working in
various
- SaaS tools (Salesforce, Domo, Dialpad, etc.)
- Above-average understanding of the Microsoft Windows operating
environment.
- Experience in software installation and configuration.
- Troubleshooting in the Windows environment is essential.
- Basic level of SQL and data analysis experience preferred.
- Basic understanding of the following: Software development and
technology (APIs, XML, data validation)
- Claims data, dental industry preferred.
- Demonstrated ability to manage multiple projects simultaneously
in a timely manner.
- Excellent written and verbal communications skills and time
management skills.
- Demonstrated presentation and meeting skills.
- Associates Degree or equivalent; Bachelor's Degree
preferred.
- Preferred location in Indianapolis.Physical demands:The
physical demands described represent those that an employee must
meet to perform the essential functions of this job successfully.
Reasonable accommodations may be made to enable individuals with
disabilities to perform essential functions. While performing the
duties of this job, the employee is regularly required to sit, use
hands to finger, handle, or feel; reach with hands and arms and
talk or hear. The employee is occasionally required to stand and
walk. The employee must occasionally lift and/or move up to 10
pounds. Specific vision abilities required by this job include
close vision, distance vision, color vision, peripheral vision,
depth perception, and the ability to adjust focus.Work
environment:The work environment characteristics described are
representative of those an employee may encounter while performing
the essential functions of this job. Reasonable accommodations may
be made to enable individuals with disabilities to perform
essential functions. The noise level in the work environment is
usually moderate.Security roles / Responsibilities:--- PHI
(internal, by exception) -This position may have access to and be
responsible for the security of PHI/PI on an incidental basis.---
PHI (by customer request) - This position may have access to and be
responsible for the daily security of PHI/PI.--- Support Admin,
e.g., client-facing - This position may have access to and be
responsible for supporting customer technical needs, including
securing customers' sensitive technical information.Vyne Dental
provides equal employment opportunities (EEO) to all employees and
applicants for employment without regard to race, color, religion,
sex (including pregnancy, gender identity, and sexual orientation),
national origin, age, disability, genetics, or veteran status. In
addition to federal law requirements, Vyne Dental follows
applicable state and local laws governing nondiscrimination in
employment in every location in which the company has
facilities.
Keywords: Vyne Dental -, Indianapolis , Tech Support Tier 2 Team Lead, Other , Indianapolis, Indiana
Didn't find what you're looking for? Search again!
Loading more jobs...