Technical Support Supervisor
3 weeks ago
Job Summary
This position is responsible for supervising employees, activities, and systems related to the technical support of healthcare technology products and services. The successful candidate will ensure timely and effective customer service expectations are met and/or exceeded at all times. Work toward and assist in the achievement of individual, team, and department goals.
Key Responsibilities
* 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 technical support specialists 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
Requirements
* Typically 3 to 5 years of related support experience; 1 to 3 years of management experience
* Typically a Bachelor's Degree or global equivalent in a related discipline
* Healthcare technology 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 the 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 healthcare technology products and services
* Ability to professionally handle and resolve stressful situations
* 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 the ability to multi-task
* Ability to learn applicable computer systems and other business required competencies
* Understand financial information that impacts the department
* Ability to plan and coordinate successful projects
* Communicate effectively with teams
What You Get as a Henry Schein One Employee
* A great place to work with fantastic people
* A career in the healthcare technology industry, with the ability to grow and realize your full potential
* Competitive compensation
* Excellent benefits package, including medical, dental, and vision coverage, 401K plan with company match, and more
Henry Schein, Inc. is an Equal Employment Opportunity Employer
and does not discriminate against applicants or employees on the basis of race, color, religion, creed, national origin, ancestry, disability that can be reasonably accommodated without undue hardship, sex, sexual orientation, gender identity, age, citizenship, marital or veteran status, or any other legally protected status.
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