Supervisor, Software Technical Support

4 days ago

🐻 Alaska – Remote

Although this job is listed in Alaska, this company may be open to hiring remote in other states.

+10 more states

🐻 Alaska – Remote 🌺 Hawaii – Remote ⚜️ Louisiana – Remote 🌾 Nebraska – Remote 🌾 North Dakota – Remote ⚓ Rhode Island – Remote 🗿 South Dakota – Remote 🍁 Vermont – Remote ⚔️ Virginia – Remote ☕ Washington – Remote ⛰️ West Virginia – Remote

💵 $85k - $93k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

📞 Support Engineer

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Henry Schein One

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SaaS • B2B • Artificial Intelligence

Henry Schein One is a leading dental software and services company that provides cloud-based practice management, patient engagement, billing and payments, analytics, and AI-enhanced clinical tools to dental practices and dental service organizations worldwide. Their product suite includes Dentrix and Dentrix Ascend, API exchange for integrations, IT management and support, and practice growth and education services aimed at streamlining operations, improving patient experience, and optimizing revenue cycle management. Henry Schein One primarily serves dental practices and larger dental organizations with SaaS platforms, professional services, and integrations.

1001 - 5000 employees

Founded 2018

☁️ SaaS

🤝 B2B

🤖 Artificial Intelligence

📋 Description

• Supervise day-to-day activities of the team including statistical reporting, team mentoring, ongoing trainings, weekly meetings and knowledgebase documentation to promote high levels of customer satisfaction • Ensure TSMs understand expectations; have materials and equipment to meet those expectations; are placed in a role where they have strengths to meet those expectations; and are recognized for exceeding those expectations • Supervise individual and team performance via goal setting, individual one-on-one sessions, ongoing communication and opportunities to ensure high levels of customer service and job performance are achieved • Work closely with customers, other teams, departments and levels of management as needed for problem resolution and/or process improvements to ensure effective and timely service for internal and external customers • Participate in special projects and perform other duties as required

🎯 Requirements

• Typically 5 to 7 years of related support experience • 1 to 3 years of management experience • Typically a Bachelor's Degree or global equivalent in related discipline • Henry Schein One product knowledge is a plus • Experience with CRM software, call center management software, and call monitoring software is a plus • Effective time and resource management skills with ability to assign, train and monitor work • Basic computer knowledge as well as proficiency with Microsoft Office applications • Ability to resolve complex problems and questions on function and usage of HSPS products and services • Ability to professionally handle and resolve stressful situations will be required • Basic business analytical and statistical analysis skills • Ability to drive results while appropriately managing personnel • Good management skills and ability to motivate teams • Good verbal and written communication skills and ability to resolve disputes effectively • Good presentation and public speaking skills • Good decision making, analysis and problem solving skills with ability to multi-task • Ability to learn applicable computer systems and other business required competencies • Understand financial information that impacts department • Ability to plan and coordinate successful projects • Communicate effectively with team(s)

🏖️ Benefits

• Medical, Dental and Vision Coverage • 401K Plan with Company Match • Paid Time Off (PTO) • Sick Leave (if applicable) • Paid Parental Leave • Short Term Disability • Income Protection • Work Life Assistance Program • Health Savings and Flexible Spending Accounts • Education Benefits • Worldwide Scholarship Program • Volunteer Opportunities