18 Aug
Customer Service Center Lead I/ Remote (Denver, CO) ,6+ Months contract
Vacancy expired!
- 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
- 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
- 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
- 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
- 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
- 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.
- 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
Vacancy expired!