Job Description
You are the ideal candidate who has a strong ability to interact and communicate professionally with employees, customers, and partners. You will professionally represent Technical Support team; greet our callers, identify, document, and provide advanced technical support for all escalated technical calls.
ESSENTIAL DUTIES:
- Answers escalated technical support phone calls for assigned equipment group
- Routes calls to appropriate parties if necessary
- Provides advanced troubleshooting
- Provides remote desktop support via remote desktop software
- Logs all calls in CRM software
- Transfers escalated cases to Technical Support Escalation Specialist accordingly to Technical Support Department Rules
- Travels and provides field support for complicated cases when remote support is impossible
- Maintains current knowledge of all Client products and all other matters that affect the dental industry
- Shares knowledge and works with other Technical Support Team Members
- Meets company standards pertaining to quantity and quality of work performed on an ongoing basis, performing all work-related tasks in a manner that is in compliance with all Company policies and procedures
- Adheres to company policies, procedures, and directives regarding standards of workplace behavior in completing job duties and assignments
- Performs other duties as assigned
MINIMUM QUALIFICATIONS:
Training and Experience
- Degree; technical in nature or equivalent work experience
- Electromechanical experience is a plus
- Troubleshooting and networking skills
- Proficient with Microsoft Office Suite
- Ability to type a minimum of 20 words per minute
- Strong communication skills
Knowledge, Abilities, and Skills
- A deep understanding of the dental market and core equipment segment is preferred
Salary: $45,000- $50,000 per year
Benefits: Medical Insurance, PTO, 401 (k), and more
