Role: Senior Tech Support & Implementation Specialist - Mission Driven Company
About Dazos:
Amazing opportunity to join a mission-driven software company that serves the mental health space. Dazos is a Business Intelligence (BI) platform that provides mental and behavioral health programs game-changing data & insights to help their patients and grow their business. Dazos is the premier behavioral health BI and CRM solution on the market. We provide the most advanced technology to treatment centers in need of better solutions to treat patients and get reimbursed for work. We’re looking for a Senior Tech Support & Implementation Specialist to join our team! We pride ourselves on providing an excellent work environment that is positive, diverse, and amazing career development.
Role Description:
This is a full-time role for a Senior Tech Support and Implementation Specialist. This role will be responsible for providing stellar technical support as well as helping to onboard our new customers. This position has frequent contact with end-users and managers from all internal departments. Additionally, the position requires analyzing and reporting product items, as well as maintaining internal databases with ticket information. There is a lot of career upside and development opportunity in the role and at the company.
What You’ll Do:
● Initial point of contact for all helpdesk and related support phone calls
● Offer quality support and assistance to Dazos customers via phone, email, tickets, and chat with a goal of first call resolution
● Monitor, prioritize and organize support tickets and triage/assist/escalate tickets through proper channels for resolution.
● Provide remote training of software features for efficient customers use
● Work closely with Account Executives to manage expectations and service delivery of accounts
● Identify customer needs and provide further training to ensure clients are getting the most out of the product
● Report back to IT leadership themes in help desk questions and concerns to help build best practice guides and knowledge base topics
● Promptly respond to all inquiries in a professional and courteous manner ensuring timely resolution and customer satisfaction
● Create documentation for end user guides and internal processes.
● Update our internal databases with information about technical issues and valuable customer discussions.
● Act as a key part of our team and help with product roadmap and recommendations
Who you are:
● 3+ years Experience in Customer Service, Technical Support, Software Support in a SaaS environment.
● Passionate about helping people troubleshoot with a strong, “can do” attitude
● Preferred experience with CRM (i.e. SalesForce, HubSpot)
● Call center experience within the behavioral health space is a plus
● Possess excellent technical and organizational skills
● Courteous, high-level verbal and written communication skills with all levels of customers, peers, and managers via documentation, telephone, and email.
● Ability to work independently with little supervision and collaborate well with the rest of the IT team
● Available to work non-conventional hours as needed
● Strong listening skills with ability to empathize, focusing on customer service and problem solving
● Ability to respectfully respond to common inquiries or complaints from customers, management and partners.
What We Offer:
● Ongoing mentoring and support to help you grow and succeed
● Generous PTO plus paid holiday schedule, encouraging work/life balance
● Employer paid dental, vision, and life insurance
● Medical insurance with employer contribution
● Industry competitive salary with possible hybrid work schedule
Employment type
Full-time
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