Supervisor, Software Technical Support

Henry Schein One, LLC; American Fork (UT); Remote; USD 60,000 - 79,000; Full time

Job summary

Henry Schein One is seeking a Remote Support Manager responsible for supervising technical support staff to ensure high customer satisfaction. This role entails managing team performance, providing training, and collaborating with various departments to enhance service delivery. Ideal candidates possess a strong background in support with management experience and relevant technical skills.

Benefits

Medical, Dental and Vision Coverage

401K Plan with Company Match

Paid Time Off (PTO)

Paid Parental Leave

Volunteer Opportunities

Qualifications

• 3-5 years of related support experience; 1-3 years of management experience.
• Ability to handle stressful situations and resolve complex problems.
• Good analytical and statistical analysis skills.

Responsibilities

• Supervise day-to-day activities of the team for customer satisfaction.
• Ensure team performance aligns with goals through mentoring and training.
• Work closely with customers and teams for problem resolution.

Skills

Time and resource management

Problem solving

Decision making

Communication

Team motivation

Education

Bachelor's Degree

Tools

CRM software

Call center management software

Call monitoring software

Microsoft Office

Job description

***This position is Remote***

Job Summary
This position is responsible to supervise employees, activities, and systems related to the technical support of Henry Schein One products and services. 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.

What you will do

• 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

Travel/Physical DemandsQualifications

Travel typically less than 10%. Office environment. No special physical demands required.
Qualifications

Must have:

• 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 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)

The posted range for this position is $60,000-$79,000which is the expected starting base salary range for an employee who is new to the role to fully proficient in the role. Many factors go into determining employee pay within the posted range including prior experience, current skills, location/labor market, internal equity, etc.


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

About Henry Schein One

Henry Schein Oneis the global leader in dental management, analytics, communication, and marketing software. Our company's products and services work together as one simple solution to provide users with a seamless and integrated experience.

Our company thrives because of our people. We believe in supportive, diverse, and inclusive workforce, inclusive environments, professional development opportunities, and competitive compensation packages. We value innovation, teamwork, and encourage work-life balance.

One of many reasons why Henry Schein One (HS1) leads the industry is because of our products, services and most importantly our people. In 2022 HS1 was awarded one of the top places to work for in Utah. To learn more, click here: 2022 Best Companies To Work For | Henry Schein One

Henry Schein, Inc. and Henry Schein One, LLC are Equal Employment Opportunity Employers and do 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.

Unfortunately, Henry Schein One is not currently hiring individuals residing in Alaska, Delaware, Hawaii, Iowa, Louisiana, Maryland, Nebraska, North Dakota,Rhode Island,South Dakota,Vermont, West Virginia, Washington DC, orPuerto Rico and other US Territories.