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Posted : Sunday, August 25, 2024 01:05 AM
*About Darkhorse Tech*
Darkhorse Tech provides comprehensive Dental-Specific IT services to our clients including ongoing support (Managed Services), startup projects & expansions (planning, design, buildouts) as well as software & hardware sales and maintenance.
As a leader in the industry, we have created and continue to foster relationships with all leading-edge technology companies servicing the Dental community.
Our company was created by founder and CEO, Reuben Kamp who left his job at a nationwide Dental IT company to build a relationship-focused version of a Managed Service Provider (MSP) which creates true partnerships with it’s clients.
Constantly building on our 10+ years of experience we are now servicing roughly 1000 clients in all 50 states and continue to see massive growth while focusing on maintaining unparalleled support for our Dental Practice partners.
With technicians on the ground throughout the country we offer in-person as well as remote support.
*About You* Service first.
Providing exemplary service means recognizing it.
Have you put off a call to your cell phone company because the idea of waiting on hold, requesting a manager only to fight for a solution seems exhausting? Have you ever been pleasantly surprised by a service organization where your call is addressed efficiently, with care and acknowledgement that you are their top priority because you (as a client) are the lifeblood of their business? There is a huge difference in these approaches, and the latter builds loyalty and trust which is vital to the health of any business.
You are solution-oriented and accountable.
When given an opportunity to address an issue you follow service standards and quickly provide a solution, if you can’t you are able to escalate the issue and alert your manager to your need/want for knowledge and growth - all while communicating progress in a professional and engaging manner with the client.
Part of our team! While service tickets are addressed individually our crew is always ready to support one another, you will both receive and provide help as we are all working toward the same goal.
Together we provide a level of service that our clients dream of and that we stand behind.
*What does it take to be successful at Darkhorse Tech? Here's what our employees have to say!* * Communication.
If you're having trouble you need to let someone know.
* It may seem counterintuitive, but slowing down to read what's in front of you and take note of what you're doing.
Some techs might rush but that's when things get missed or overlooked.
* I always view work ethic as the biggest thing - if you're willing to do the work you'll be successful here.
Knowledge is a smaller component but also important, and knowing where to find answers, having critical thought, and patience.
* The ability to change gears rapidly.
* There's a difference between coming to work and dedicating your time to work.
To be successful you need to dedicate the time that you're here to doing the most for our clients and for us.
* Asking a bunch of questions, becoming comfortable enough to ask for help in the chat.
I had to learn that myself because I tend not to ask for help but I found that once I reach out more I become more efficient and I learn a lot quicker.
Don’t be afraid to use your resources.
Some of the senior techs are amazing.
* Being organized and above all good customer service because that's our reputation.
Also good writing skills and knowing how to talk to people - communicating effectively.
* You have to be a self-initiator.
You have to be willing to own tasks that could potentially be outside of your job description to prove that you're capable of taking on more.
And you have to be patient.
* You have to be willing to adapt.
We've made some necessary changes here and the big thing is being able to adapt to them.
We're putting in a lot of processes that help the company, like AGILE for example, and I think those changes have been for the better.
* The desire to progress and grow.
* An eye for detail and knowing how to manage client expectations.
*Technical Team Lead Summary* As a Technical Team Lead, you will provide guidance and support to our service technicians by fielding questions, issues, and escalations.
You will also drive customer service and KPIs for the team and for individual technicians.
*Responsibilities* * Serve as the primary point of contact for all technician questions and issues * Serve as the primary point person monitoring Slack channels to ensure technicians are receiving ideas and guidance to resolve their tickets * Serve as the first line of defense for escalations; Manage high priority escalations with finesse and respond in a timely manner; Engage directly with customers and management and ensure robust status communication * Monitor the service board and Nilear to ensure technicians are completing tickets in a timely manner; Provide guidance or reassign tickets as needed when technicians are stuck and cannot move forward * Collaborate with the dispatcher to ensure effective flow of tickets * Provide additional support as needed on days that are busy or short-staffed * Drive customer satisfaction, technical proficiency, timeliness of support delivery, and understanding customer needs around speed, quality, and value * Drive Darkhorse service KPIs as a team and for each individual technician * Schedule and lead bi-weekly meetings with each technician on your team to discuss goals and commitments *Qualifications and Skills* * Knowledge of PC hardware installation, repair, testing, and troubleshooting * Knowledge of scripting within a Windows environment * Familiarity of Microsoft Windows and Office applications * Familiarity of Cisco networks * Proven troubleshooting and problem-solving skills * Organization and attention to detail * Ability to multitask * Ability to work independently without assistance from others * Ability to manage and direct the work of others * 1-2 years of tech support experience is required * 1-2 years of leadership and training experience in an IT environment is required; Experience in an MSP environment is highly preferred * 1-2 years of customer service experience is required * Bachelor's degree in Information Technology or Computer Science is preferred *Hours: 8:00am-5:00pm PST* Job Type: Full-time Pay: $45,000.
00 - $60,000.
00 per year Benefits: * 401(k) * 401(k) matching * Dental insurance * Health insurance * Life insurance * Paid time off * Vision insurance Schedule: * 8 hour shift * Monday to Friday Application Question(s): * Are you able and willing to work the required hours of 8:00am-5:00pm PST (11:00am-8:00pm EST)? Education: * Bachelor's (Preferred) Experience: * Technical support: 1 year (Required) * Team Leadership: 1 year (Required) Work Location: Remote
As a leader in the industry, we have created and continue to foster relationships with all leading-edge technology companies servicing the Dental community.
Our company was created by founder and CEO, Reuben Kamp who left his job at a nationwide Dental IT company to build a relationship-focused version of a Managed Service Provider (MSP) which creates true partnerships with it’s clients.
Constantly building on our 10+ years of experience we are now servicing roughly 1000 clients in all 50 states and continue to see massive growth while focusing on maintaining unparalleled support for our Dental Practice partners.
With technicians on the ground throughout the country we offer in-person as well as remote support.
*About You* Service first.
Providing exemplary service means recognizing it.
Have you put off a call to your cell phone company because the idea of waiting on hold, requesting a manager only to fight for a solution seems exhausting? Have you ever been pleasantly surprised by a service organization where your call is addressed efficiently, with care and acknowledgement that you are their top priority because you (as a client) are the lifeblood of their business? There is a huge difference in these approaches, and the latter builds loyalty and trust which is vital to the health of any business.
You are solution-oriented and accountable.
When given an opportunity to address an issue you follow service standards and quickly provide a solution, if you can’t you are able to escalate the issue and alert your manager to your need/want for knowledge and growth - all while communicating progress in a professional and engaging manner with the client.
Part of our team! While service tickets are addressed individually our crew is always ready to support one another, you will both receive and provide help as we are all working toward the same goal.
Together we provide a level of service that our clients dream of and that we stand behind.
*What does it take to be successful at Darkhorse Tech? Here's what our employees have to say!* * Communication.
If you're having trouble you need to let someone know.
* It may seem counterintuitive, but slowing down to read what's in front of you and take note of what you're doing.
Some techs might rush but that's when things get missed or overlooked.
* I always view work ethic as the biggest thing - if you're willing to do the work you'll be successful here.
Knowledge is a smaller component but also important, and knowing where to find answers, having critical thought, and patience.
* The ability to change gears rapidly.
* There's a difference between coming to work and dedicating your time to work.
To be successful you need to dedicate the time that you're here to doing the most for our clients and for us.
* Asking a bunch of questions, becoming comfortable enough to ask for help in the chat.
I had to learn that myself because I tend not to ask for help but I found that once I reach out more I become more efficient and I learn a lot quicker.
Don’t be afraid to use your resources.
Some of the senior techs are amazing.
* Being organized and above all good customer service because that's our reputation.
Also good writing skills and knowing how to talk to people - communicating effectively.
* You have to be a self-initiator.
You have to be willing to own tasks that could potentially be outside of your job description to prove that you're capable of taking on more.
And you have to be patient.
* You have to be willing to adapt.
We've made some necessary changes here and the big thing is being able to adapt to them.
We're putting in a lot of processes that help the company, like AGILE for example, and I think those changes have been for the better.
* The desire to progress and grow.
* An eye for detail and knowing how to manage client expectations.
*Technical Team Lead Summary* As a Technical Team Lead, you will provide guidance and support to our service technicians by fielding questions, issues, and escalations.
You will also drive customer service and KPIs for the team and for individual technicians.
*Responsibilities* * Serve as the primary point of contact for all technician questions and issues * Serve as the primary point person monitoring Slack channels to ensure technicians are receiving ideas and guidance to resolve their tickets * Serve as the first line of defense for escalations; Manage high priority escalations with finesse and respond in a timely manner; Engage directly with customers and management and ensure robust status communication * Monitor the service board and Nilear to ensure technicians are completing tickets in a timely manner; Provide guidance or reassign tickets as needed when technicians are stuck and cannot move forward * Collaborate with the dispatcher to ensure effective flow of tickets * Provide additional support as needed on days that are busy or short-staffed * Drive customer satisfaction, technical proficiency, timeliness of support delivery, and understanding customer needs around speed, quality, and value * Drive Darkhorse service KPIs as a team and for each individual technician * Schedule and lead bi-weekly meetings with each technician on your team to discuss goals and commitments *Qualifications and Skills* * Knowledge of PC hardware installation, repair, testing, and troubleshooting * Knowledge of scripting within a Windows environment * Familiarity of Microsoft Windows and Office applications * Familiarity of Cisco networks * Proven troubleshooting and problem-solving skills * Organization and attention to detail * Ability to multitask * Ability to work independently without assistance from others * Ability to manage and direct the work of others * 1-2 years of tech support experience is required * 1-2 years of leadership and training experience in an IT environment is required; Experience in an MSP environment is highly preferred * 1-2 years of customer service experience is required * Bachelor's degree in Information Technology or Computer Science is preferred *Hours: 8:00am-5:00pm PST* Job Type: Full-time Pay: $45,000.
00 - $60,000.
00 per year Benefits: * 401(k) * 401(k) matching * Dental insurance * Health insurance * Life insurance * Paid time off * Vision insurance Schedule: * 8 hour shift * Monday to Friday Application Question(s): * Are you able and willing to work the required hours of 8:00am-5:00pm PST (11:00am-8:00pm EST)? Education: * Bachelor's (Preferred) Experience: * Technical support: 1 year (Required) * Team Leadership: 1 year (Required) Work Location: Remote
• Phone : NA
• Location : Remote
• Post ID: 9006345177
