Technical Support Manager
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Job Description
Technical Support Manager at DentalXChange overseeing support teams and ensuring delivery of high-quality technical support. Managing client relations and operational excellence in a remote setting.
Responsibilities:
- Provide oversight for the teams, ensuring alignment with organizational goals.
- Hold team members accountable for delivering timely and comprehensive support to clients, including Trading Partners, Channel Partners and DSOs.
- Provide team members with corrective action as needed.
- Coach and guide team members, fostering professional growth and maintaining high performance standards.
- Draft and deliver performance reviews.
- Approve team members’ timecards and time off requests.
- Act as a point of escalation for clients, resolving issues promptly and effectively.
- Serve as a liaison between external partners and internal development and connectivity teams, facilitating collaboration on special projects and enhancements.
- Actively nurture professional relationships with clients to encourage referrals and business growth.
- Represent the organization at industry events and customer meetings.
- Spearhead the recruitment and training process for departmental staff, focusing on cultivating a team with deep expertise in dental RCM and EDI.
- Ensure compliance with all relevant federal, state, and institutional policies and procedures, including data security protocols.
- Act as a liaison between internal teams to streamline communication and reduce redundant efforts.
- Live DentalXChange’s company values - Actively Care, Try Hard, Be Humble, and Feedback is a Gift.
- Other duties as assigned.
Requirements:
- 3 or more years of experience in dental RCM and EDI.
- 2+ years of supervisory experience.
- Bachelor’s degree preferred.
- Experience with Salesforce is a plus.
- Strong verbal and written communication and interpersonal skills.
- Proficient in all MS Office applications and use of the internet.
- Ability to successfully multitask with accuracy in a fast-paced environment.
- Working knowledge of technical and procedural aspects and functions.
- Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.
Benefits:
- Medical, dental, and vision benefits – eligible first of the month after start date
- Unlimited PTO
- Paid time off for sick, jury duty, bereavement
- 10 company paid holidays
- 401k with company match
- Health Advocate
- Healthcare and dependent care flexible spending accounts
- Friendly co-workers and a positive culture!
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