Manager, Software Support & Training
Ortho2, LLC.
Ortho2, LLC.
Ames, IA Ames, IA Full-time Full-time Estimated:
$70.
5K - $89.
3K a year Estimated:
$70.
5K - $89.
3K a year 2 days ago 2 days ago 2 days ago Ortho2, the market-leading provider of cloud-based, orthodontic practice management software, is looking for an experienced, service-focused, manager to provide leadership and guidance to our Software Support and Training team to achieve the highest levels of customer satisfaction.
Position is 100% Remote.
Essential Duties and
Responsibilities:
Meets regularly with team members to set and enforce departmental goals and expectations, monitors individual progress toward performance objectives, and ensures that standards for quality and quantity of work are met.
Performs regular reviews of the individual performance of Software Support staff members and provides appropriate performance feedback.
Takes appropriate actions to recognize excellent or correct deficient work performance and behavior.
Monitors customer interactions with the team and ensures high-quality service is provided.
Schedules requests for customer trainings while balancing support workload.
Reviews employee timesheets, absence requests, and travel expense reports for approval.
Working with the VP, Operations, sets departmental short-term and long-term priorities.
Ensures that all team members are properly trained on internal processes, customer service excellence, employee performance standards, and company policies.
Reviews departmental performance results to detect trends and identify issues before they escalate.
Regularly reports departmental results to the VP, Operations.
Maintains a level of departmental morale that facilitates high levels of individual and department productivity.
Encourages and supports the professional development of Software Support and Training staff.
Reports directly to the VP, Operations.
Educational and Experience Requirements:
5
years of experience in customer service/success or related field with 1-3 years managerial/leadership experience.
Demonstrated experience in a workload planning/scheduling role as well as a deep understanding of customer support, problem escalation, and customer concern resolution.
Ability to succeed in a fast-paced, rapidly changing customer service and end-user training delivery environment with a proven capacity to maintain composure in stressful situations.
Ability to communicate effectively with a variety of people, including technical staff, customers, commercial partners, and industry consultants.
Excellent management skills with the ability to retain, motivate, develop, and mentor team members for high performance in a virtual environment.
Bachelor's degree in customer service, service management, related fields, or comparable experience.
Experience with or understanding of basic dental health industry practices beneficial.
Outstanding leadership and organizational skills with the ability to suggest and advance process and procedure improvements.
Ability to think creatively and work independently as well as in cooperation with others in the Ortho2 team environment.
Strong existing experience with, or ability to quickly develop expertise in, Microsoft products, Salesforce, and SaaS products needed.
aGGQdCaB1H.
Estimated Salary: $20 to $28 per hour based on qualifications.
Ortho2, LLC.
Ames, IA Ames, IA Full-time Full-time Estimated:
$70.
5K - $89.
3K a year Estimated:
$70.
5K - $89.
3K a year 2 days ago 2 days ago 2 days ago Ortho2, the market-leading provider of cloud-based, orthodontic practice management software, is looking for an experienced, service-focused, manager to provide leadership and guidance to our Software Support and Training team to achieve the highest levels of customer satisfaction.
Position is 100% Remote.
Essential Duties and
Responsibilities:
Meets regularly with team members to set and enforce departmental goals and expectations, monitors individual progress toward performance objectives, and ensures that standards for quality and quantity of work are met.
Performs regular reviews of the individual performance of Software Support staff members and provides appropriate performance feedback.
Takes appropriate actions to recognize excellent or correct deficient work performance and behavior.
Monitors customer interactions with the team and ensures high-quality service is provided.
Schedules requests for customer trainings while balancing support workload.
Reviews employee timesheets, absence requests, and travel expense reports for approval.
Working with the VP, Operations, sets departmental short-term and long-term priorities.
Ensures that all team members are properly trained on internal processes, customer service excellence, employee performance standards, and company policies.
Reviews departmental performance results to detect trends and identify issues before they escalate.
Regularly reports departmental results to the VP, Operations.
Maintains a level of departmental morale that facilitates high levels of individual and department productivity.
Encourages and supports the professional development of Software Support and Training staff.
Reports directly to the VP, Operations.
Educational and Experience Requirements:
5
years of experience in customer service/success or related field with 1-3 years managerial/leadership experience.
Demonstrated experience in a workload planning/scheduling role as well as a deep understanding of customer support, problem escalation, and customer concern resolution.
Ability to succeed in a fast-paced, rapidly changing customer service and end-user training delivery environment with a proven capacity to maintain composure in stressful situations.
Ability to communicate effectively with a variety of people, including technical staff, customers, commercial partners, and industry consultants.
Excellent management skills with the ability to retain, motivate, develop, and mentor team members for high performance in a virtual environment.
Bachelor's degree in customer service, service management, related fields, or comparable experience.
Experience with or understanding of basic dental health industry practices beneficial.
Outstanding leadership and organizational skills with the ability to suggest and advance process and procedure improvements.
Ability to think creatively and work independently as well as in cooperation with others in the Ortho2 team environment.
Strong existing experience with, or ability to quickly develop expertise in, Microsoft products, Salesforce, and SaaS products needed.
aGGQdCaB1H.
Estimated Salary: $20 to $28 per hour based on qualifications.
|
|
 | |
