Supervisor, Software Technical Support

Summary

Join Henry Schein One as a remote Technical Support Supervisor to lead and mentor a team, ensuring high customer satisfaction and exceeding service expectations. Supervise daily team activities, including reporting, training, and knowledgebase updates. Monitor individual and team performance through goal setting and regular communication. Collaborate with various teams and departments to resolve issues and improve processes. Participate in special projects and contribute to the achievement of team and departmental goals. The role requires 3-5 years of support experience and 1-3 years of management experience, along with a Bachelor's degree or equivalent.

Requirements

• 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
• 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)

Responsibilities

• 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

Preferred Qualifications

• Henry Schein One product knowledge
• Experience with CRM software, call center management software, and call monitoring software

Benefits

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