Customer Service Center Lead I/ Remote (Denver, CO) - 6+ Months Contract at careerzynith

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.

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