Customer and Technical Support Manager

Job Summary

Must live in the Reno area, with initial training and onboarding in office, and then work-from-home flexibility afterward.

Are you a highly skilled technical support lead? Do you have experience with a learning management system (LMS), client relationship manager (CRM), and/or HTML code? Does working with a collaborative team align with your core values?

If YES, BSM Consulting, a division of VMG Health, may be the place for you! We are seeking a full-time Customer and Technical Support Manager to join our team. This role manages customer and technical support activities, working with the established team to prioritize team focus, maintain member satisfaction and online platform functionality, and help grow membership program service line offerings. The position assists with and/or leads various membership services processes, such as site demonstrations, renewal processing, content uploads, and new program build and development projects.

Education & Experience

  • College degree preferred.
  • 5 years of experience in a customer and/or technical support role.
  • Demonstrated technical expertise in a platform such as a learning management system (LMS), client relationship manager (CRM), or equivalent.
  • People management experience preferred.
  • HTML familiarity preferred.

Key Skills & Abilities

  • Excellent verbal and written communication skills.
  • Proficient in Microsoft Office.
  • Experience analyzing databases and making bulk updates with Access, SQL, or related tools.
  • Experience with building reports in Excel to track monthly activity and identify trends.
  • Exceptional focus on delivering high-quality customer support.
  • High attention to detail.
  • Able to think “outside the box” when troubleshooting issues.
  • Able to document technical issues and release notes.
  • Strong time management skills.
  • Ability to manage multiple projects simultaneously through completion.
  • Ability to travel periodically (a few times a year).

Essential Responsibilities

  • Work with organizational leaders to strategize on the future of the membership services program offerings; help implement agreed-upon action items.
  • Coordinate with key stakeholders to determine and implement optimal learning management system (LMS) platform functionality and administration.
  • Troubleshoot technical platform challenges with internal team members, customers, and external vendors to seek efficient and effective issue resolution, communicating back with any applicable members.
  • Assist with core membership and certificate program service functions such as site demos, renewal processing, and routine reporting.
  • Intake and respond to customer phone and email inquiries, always maintaining professionalism and customer service standards.
  • Build and maintain productive working relationships with key stakeholders (both vendors and key customers).
  • Assist with the development, build, testing, launch, and ongoing management of new membership and certificate programs.

No in-person visits, please. This position is not open to recruiters, placement agencies, or other outside enterprises. Direct applicants only.

BSM and VMG Health are Equal Opportunity Employers. It is the policy of BSM and VMG Health to recruit, hire, and promote employees in a manner that does not discriminate against any individual because of race, color, religion, national origin, sex, sexual orientation, gender identity or expression, age, disability, or veteran’s status.

Formed in 1995, VMG is a full-service healthcare transaction advisory and valuation firm focused exclusively on meeting the unique needs of the healthcare services industry. Over its 20-year history, VMG has performed over 25,000 valuation engagements. With offices in Dallas, Nashville, and Denver, VMG is a team of approximately 300 professionals specializing in specific disciplines to assist clients with their healthcare related business transaction needs, including:

  • Fair Market Value Opinions
  • Professional Service Agreement Valuations
  • Financial Reporting Valuations
  • Fairness Opinions
  • Real Estate Appraisals
  • Capital Asset Appraisals
  • Due Diligence Services

Please click the button below to apply. For additional information on VMG Health, please visit our website at www.vmghealth.com or email HRTeam@vmghealth.com.