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