Customer Service Center Lead I/ Remote (Denver, CO) ,6+ Months contract
Job title: Customer Service Center Lead I/ Remote (Denver, CO) ,6+ Months contract in Denver, CO at Suncap Technology
Company: Suncap Technology
Job description: Must be local to CO and Remote RoleDescription of Job
Client is looking for a proven Customer Support Lead with experience in establishing a help desk environment. Please note, this position will serve as a lead for a customer support help desk for a new web-based technology system and will not provide any deskside, network, or printer support.
The Support and Training Lead will support the primary interface between the Behavioral Health Administration and Colorado's behavioral health providers who are using a new web-based technology system called BHA Provider Services. This role will be responsible for development and establishment of a new help desk environment, supervising and supporting the team responsible for training new and existing users, responding to help desk queries, and working with the product team to provide feedback from users for continuous platform improvements.
Though this position will report remotely, it may require reporting in person on occasion to Colorado Department of Human Service offices in the Denver area.Primary Duties IncludeHelp Desk Establishment and Development
Establishment and development of a new help desk environment to support Colorado behavioral health providers with the new web-based technology system, BHA Provider Services
Ability to review and recommend ticketing systems
Expand knowledge base of the current support system to better provide just-in-time support
Identify key performance indicators
Lead
Responsible for the day to day stability of the team. Directs and monitors the work effort of others to ensure the team operates smoothly and efficiently.
Develops, administers, implements, and communicates consistent practices and processes for the team
Ensures resolution of outstanding issues; directs and supports the team's work efforts, maximizes productivity, and achieves short term goals.
Directs the completion of work based on prioritizations; sets team up for success by establishing goals, action plans, deadlines, and standards
Closely tracks efforts to confirm work is performed according to established standards.
Leads and influences the team's best work by serving as an escalation point, solving routine problems, and providing instruction and guidance to ensure full understanding of designated activities
Training
Supporting the coordination of publication for training materials so that users can self-support and self-train
Supporting the training of new users on the product
Supporting the training of existing users on new product features
Technical Support
Supporting team members and serving as the lead in:
Responding to help desk queries from users of the platform
Providing first line remote support to users of the platform
Helping users troubleshoot web-based technology issues
Flagging critical web-based technology errors to the vendor hosting the platform
Identifying next steps to solve errors while being available and communicative with users throughout the process
Documenting and tracking issues
Product and Process Improvement
Supporting team members and serving as the lead in user management (eg., adding new users to the platform, removing users, password resets)
Working with the product team to improve the platform by analyzing patterns across help desk tickets
Establishing a sustainable and effective strategy for the future of support as the platform grows in size and user base
Experience and QualificationsEducation and ExperienceEducation and Experience:
One year experience in establishing and setting up a help desk environment
One year experience in establishing help desk processes
Two years of Lead experience
Five years of experience in Information Technology; providing Application/Software customer support; or in an occupational field related to the work assigned to the position.
Preferred Qualifications
The preferred candidate will exhibit:
Ability to motivate and influence others
Ability to effectively lead a team
Ability to set goals, work independently, and drive results
Diplomatic, persuasive, and tactful with excellent verbal and written communication skills required
Excellent interpersonal skills
Self-motivated and able to effectively manage time and tasks.
Ability to solve complex problems, participate in continuous improvement, and adapt to the ideas of others.
Technical versatility and creativity to deliver and contribute ideas/solutions
Skills Others Communication skills both verbal and written Proven excellence in customer service Proficient (4-6 Years) No
Skills Others Integration planning and strategy Experience in establishing a new help desk environment Proficient (4-6 Years) No
Skills Others Learning ability Ability to learn new web-based technology systems Proficient (4-6 Years) No
Skills Others Process Flow Analysis Proficient (4-6 Years) No
Skills Others Project management No
Skills Others Staff supervisory Proficient (4-6 Years) No
Skills Others Team work Advanced (7-9 Years) No
Expected salary:
Location: Denver, CO
Apply for the job now!
Apply Now
Company: Suncap Technology
Job description: Must be local to CO and Remote RoleDescription of Job
Client is looking for a proven Customer Support Lead with experience in establishing a help desk environment. Please note, this position will serve as a lead for a customer support help desk for a new web-based technology system and will not provide any deskside, network, or printer support.
The Support and Training Lead will support the primary interface between the Behavioral Health Administration and Colorado's behavioral health providers who are using a new web-based technology system called BHA Provider Services. This role will be responsible for development and establishment of a new help desk environment, supervising and supporting the team responsible for training new and existing users, responding to help desk queries, and working with the product team to provide feedback from users for continuous platform improvements.
Though this position will report remotely, it may require reporting in person on occasion to Colorado Department of Human Service offices in the Denver area.Primary Duties IncludeHelp Desk Establishment and Development
Establishment and development of a new help desk environment to support Colorado behavioral health providers with the new web-based technology system, BHA Provider Services
Ability to review and recommend ticketing systems
Expand knowledge base of the current support system to better provide just-in-time support
Identify key performance indicators
Lead
Responsible for the day to day stability of the team. Directs and monitors the work effort of others to ensure the team operates smoothly and efficiently.
Develops, administers, implements, and communicates consistent practices and processes for the team
Ensures resolution of outstanding issues; directs and supports the team's work efforts, maximizes productivity, and achieves short term goals.
Directs the completion of work based on prioritizations; sets team up for success by establishing goals, action plans, deadlines, and standards
Closely tracks efforts to confirm work is performed according to established standards.
Leads and influences the team's best work by serving as an escalation point, solving routine problems, and providing instruction and guidance to ensure full understanding of designated activities
Training
Supporting the coordination of publication for training materials so that users can self-support and self-train
Supporting the training of new users on the product
Supporting the training of existing users on new product features
Technical Support
Supporting team members and serving as the lead in:
Responding to help desk queries from users of the platform
Providing first line remote support to users of the platform
Helping users troubleshoot web-based technology issues
Flagging critical web-based technology errors to the vendor hosting the platform
Identifying next steps to solve errors while being available and communicative with users throughout the process
Documenting and tracking issues
Product and Process Improvement
Supporting team members and serving as the lead in user management (eg., adding new users to the platform, removing users, password resets)
Working with the product team to improve the platform by analyzing patterns across help desk tickets
Establishing a sustainable and effective strategy for the future of support as the platform grows in size and user base
Experience and QualificationsEducation and ExperienceEducation and Experience:
One year experience in establishing and setting up a help desk environment
One year experience in establishing help desk processes
Two years of Lead experience
Five years of experience in Information Technology; providing Application/Software customer support; or in an occupational field related to the work assigned to the position.
Preferred Qualifications
The preferred candidate will exhibit:
Ability to motivate and influence others
Ability to effectively lead a team
Ability to set goals, work independently, and drive results
Diplomatic, persuasive, and tactful with excellent verbal and written communication skills required
Excellent interpersonal skills
Self-motivated and able to effectively manage time and tasks.
Ability to solve complex problems, participate in continuous improvement, and adapt to the ideas of others.
Technical versatility and creativity to deliver and contribute ideas/solutions
Skills Others Communication skills both verbal and written Proven excellence in customer service Proficient (4-6 Years) No
Skills Others Integration planning and strategy Experience in establishing a new help desk environment Proficient (4-6 Years) No
Skills Others Learning ability Ability to learn new web-based technology systems Proficient (4-6 Years) No
Skills Others Process Flow Analysis Proficient (4-6 Years) No
Skills Others Project management No
Skills Others Staff supervisory Proficient (4-6 Years) No
Skills Others Team work Advanced (7-9 Years) No
Expected salary:
Location: Denver, CO
Apply for the job now!
Apply Now