Experienced Customer Support Lead – Establishing a Help Desk Environment for arenaflex's Web-Based Technology System

At arenaflex, we're dedicated to revolutionizing the way behavioral health providers interact with our cutting-edge web-based technology system, BHA Provider Services. As a leading innovator in the industry, we're seeking an exceptional Customer Support Lead to spearhead the development and establishment of a new help desk environment. This role will play a pivotal part in ensuring seamless support for our users, fostering a culture of excellence, and driving continuous improvement.

About arenaflex

arenaflex is a forward-thinking organization that's passionate about harnessing technology to transform the lives of individuals and communities. Our commitment to innovation, collaboration, and customer satisfaction has earned us a reputation as a trusted leader in the industry. As a member of our team, you'll have the opportunity to be part of a dynamic and supportive environment that encourages growth, creativity, and innovation.

Job Summary

We're seeking an experienced Customer Support Lead to oversee the development and establishment of a new help desk environment for our web-based technology system, BHA Provider Services. As a key member of our team, you'll be responsible for leading a team of support specialists, establishing help desk processes, and ensuring the delivery of exceptional customer support. Your expertise will be instrumental in driving the success of our platform, and we're excited to welcome a talented individual who shares our passion for innovation and customer satisfaction.

Key Responsibilities

* Establish and develop a new help desk environment to support Colorado behavioral health providers with the BHA Provider Services web-based technology system

• Review and recommend ticketing systems to optimize support processes
• Expand knowledge base of the current support system to provide just-in-time support
• Identify key performance indicators to measure support team performance
• 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 the 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 be available and communicative with users throughout the process
• Document and track issues to ensure seamless support 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
• Excellent verbal and written communication skills
• Ability to motivate and influence others
• Ability to effectively lead a team
• Ability to 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 dynamic and innovative organization
• Collaborative and supportive work environment
• Professional development and growth opportunities
• Flexible work arrangements, including remote work options
• Access to cutting-edge technology and tools
• Recognition and rewards for outstanding performance

How to Apply

If you're a motivated and experienced Customer Support Lead looking for a new challenge, we encourage you to apply for this exciting opportunity. Please submit your resume and a cover letter outlining your qualifications and experience. We can't wait to hear from you!

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