Are you a seasoned customer support professional with a passion for leading high-performing teams? Do you have a proven track record of establishing and managing help desk environments, training teams, and driving technical support excellence? If so, we invite you to join careerzynith as a Customer Service Center Lead I/ Remote (Denver, CO) - 6+ Months Contract.
**About careerzynith**
careerzynith is a leading provider of innovative solutions for the behavioral health industry. Our mission is to empower healthcare professionals with cutting-edge technology and exceptional support services. We're committed to delivering exceptional customer experiences, and we're seeking a talented Customer Service Center Lead to join our team.
**Job Summary**
As a Customer Service Center Lead I/ Remote (Denver, CO) - 6+ Months Contract at careerzynith, you will be responsible for leading a team of customer support specialists in providing exceptional support to behavioral health providers using our web-based technology system, BHA Provider Services. You will establish and manage a new help desk environment, develop and implement processes, and work closely with the product team to drive continuous platform improvements.
**Key Responsibilities**
* Establish and develop a new help desk environment to support Colorado behavioral health providers with the new web-based technology system, BHA Provider Services
* Review and recommend ticketing systems to ensure efficient issue tracking and resolution
* Expand knowledge base of the current support system to provide just-in-time support
* Identify key performance indicators to measure team performance and drive continuous improvement
* Lead the day-to-day stability of the team, directing and monitoring the work effort of others to ensure smooth and efficient operations
* Develop, administer, implement, and communicate consistent practices and processes for the team
* Ensure resolution of outstanding issues, direct and support the team's work efforts, maximize productivity, and achieve short-term goals
* Direct the completion of work based on prioritizations, set team up for success by establishing goals, action plans, deadlines, and standards
* Closely track efforts to confirm work is performed according to established standards
* Lead and influence 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
* Support the coordination of publication for training materials to enable users to self-support and self-train
* Support the training of new users on the product and existing users on new product features
* Provide first-line remote support to users of the platform, respond to help desk queries, and help users troubleshoot web-based technology issues
* Flag critical web-based technology errors to the vendor hosting the platform, identify next steps to solve errors, and communicate with users throughout the process
* Document and track issues to ensure accurate record-keeping and continuous improvement
**Experience and Qualifications**
* One year of experience in establishing and setting up a help desk environment
* One year of 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
* Proven excellence in customer service, with excellent verbal and written communication skills
* Ability to motivate and influence others, effectively lead a team, and set goals, work independently, and drive results
* Diplomatic, persuasive, and tactful, with 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
**Preferred Qualifications**
* Ability to learn new web-based technology systems
* Experience in establishing a new help desk environment
* Process flow analysis skills
* Project management skills
* Staff supervisory experience
* Team work experience
**What We Offer**
* Competitive salary and benefits package
* Opportunity to work with a leading provider of innovative solutions for the behavioral health industry
* Collaborative and dynamic work environment
* Professional development and growth opportunities
* Recognition and rewards for outstanding performance
**How to Apply**
If you're a motivated and experienced customer support professional looking for a new challenge, please submit your application, including your resume and a cover letter, to [insert contact information]. We can't wait to hear from you!
**Note:** careerzynith is an equal opportunity employer and welcomes applications from diverse candidates. We are committed to creating an inclusive and supportive work environment that values diversity, equity, and inclusion.