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ClearChoice Dental Implant Centers IT Help Desk Supervisor in Greenwood Village, Colorado

Summary

ClearChoice was founded in 2005 to bring an innovative and patient-focused approach to solve gaps within the dental industry. We?ve experienced strong growth and today, we?re the leader in dental implant treatments. Driven by a collective desire to improve the lives of our prospective patients, we help them reclaim their health and confidence. Beyond restoring teeth, this is about getting their lives back.

This mission-focused work has enabled us to achieve four straight years of double-digit company growth, yet we?ve only reached 1% of the population that needs our services. We?re now at a point that we need to revolutionize our marketing approach just as we did our treatment approach. We need marketing innovators and thought leaders to continue pursuing our goal of reaching prospective patients and transforming their lives.

Job description

ClearChoice is looking for a competent Technical Support Supervisor to manage a team while providing fast and useful technical assistance for computer systems and applications. Additionally, you will handle escalated tickets that require further explanation and/or follow up with our customers.

The individual in this role must have good technical knowledge and be able to communicate effectively to understand the problem and explain its solution. They must also be client-oriented, calm under pressure, and an agile thinker and planner.

You will oversee the day to day operations of the Solutions Team. This will include understanding and assigning priorities to the team, conducting audits and quality control of customer interactions and incident resolutions, special projects, asset management, endpoint security management, and other duties as needed.

Responsibilities

  • Serve as the escalated point of contact for clients seeking technical assistance over the phone, email, and our help desk portal

  • Perform remote troubleshooting through diagnostic techniques and pertinent questions

  • Understand and follow HIPAA policies

  • Determine the best solution based on the issue and details provided by clients

  • Walk the client through the problem-solving process

  • Provide seamless escalation for trouble issues to other departments or individuals when needed

  • Provide accurate information on IT products or services

  • Record events and problems and their resolution in our ticketing system

  • Follow-up and update client with status and information

  • Pass on any feedback or suggestions by clients to the appropriate internal team

  • Identify and suggest possible improvements on procedures

  • Coach the Technical Support Specialists

  • Serve as a support liaison to the Engineering Team, Software Team, and Security Team

Requirements

  • Proven experience as a help desk technician or other client support role

  • Experience managing other team members

  • Strong leadership skills

  • Good understanding of computer systems (mostly Windows with some Mac), mobile devices, and other technical products

  • Ability to diagnose and resolve software and hardware technical issues

  • Proficiency in English

  • Excellent communication skills

  • Client-oriented

  • Preferred BSc/BA in IT, Computer Science or relevant field

  • Experience in the Healthcare industry is a plus

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