Software Support

Dentsply Sirona; Willoughby City Council; On-site; AUD 80,000 - 95,000; Full time

Benefits offered by this job

Professional Development

Flexible Working Hours

Health and Wellness Programs

Employee Discounts

Job summary

An established industry player is seeking a Software Support Specialist to join their dynamic team. This role is pivotal in providing exceptional customer service by resolving software-related issues for dental professionals. You will work closely with clients, ensuring their technical needs are met while enhancing their experience with innovative dental solutions. If you are passionate about technology and customer support, this is your chance to make a meaningful impact in a company dedicated to improving oral health worldwide. Join a collaborative environment that values professional development and teamwork.

Qualifications

• 6 months experience in Level 1 Help Desk or similar role.
• Proficiency in software installation and troubleshooting.

Responsibilities

• Provide phone IT software support for dental equipment.
• Diagnose technical issues and perform software installations.

Skills

IT Support

Software Installation

Communication Skills

Attention to Detail

Problem Solving

Education

Degree in IT or related field

Tertiary Qualification

Tools

MS Office Suite

SQL

Help Desk Software

Job description

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Requistion ID: 78732

Dentsply Sirona is the world’s largest manufacturer of professional dental products and technologies, with a 130-year history of innovation and service to the dental industry and patients worldwide. Dentsply Sirona develops, manufactures, and markets a comprehensive solutions offering including dental and oral health products as well as other consumable medical devices under a strong portfolio of world class brands. Dentsply Sirona’s products provide innovative, high-quality and effective solutions to advance patient care and deliver better and safer dentistry. Dentsply Sirona’s global headquarters is located in Charlotte, North Carolina, USA. The company’s shares are listed in the United States on NASDAQ under the symbol XRAY.

Bringing out the best in people

As advanced as dentistry is today, we are dedicated to making it even better. Our people have a passion for innovation and are committed to applying it to improve dental care. We live and breathe high performance, working as one global team, bringing out the best in each other for the benefit of dental patients, and the professionals who serve them. If you want to grow and develop as a part of a team that is shaping an industry, then we’re looking for the best to join us.

Working At Dentsply Sirona You Are Able To

Develop faster - with our commitment to the best professional development.

Perform better - as part of a high-performance, empowering culture.

Shape an industry - with a market leader that continues to drive innovation.

Make a difference -by helping improve oral health worldwide.

• Position Overview
  
  

The Software Support team is the telephone face of the Software Help Desk, receiving customer calls for software issues for all dental equipment sold by the business. The Software Support Specialist provides a key link between Dentsply Sirona’s clients and the organisation. They are responsible for providing excellent customer service by receiving, administering, and resolving all software related equipment issues on all inbound calls and making follow-up outbound calls post equipment resolution to evaluate customer satisfaction.

• Primary Objectives and Specific Accountability:
• Provide phone IT software support and technical advice as it relates to Dentsply Sirona equipment products for our customers, sales and service teams
• Remote support, log in to customer platforms whilst the customer is on the phone
• Perform software pre-installs, installations, fault diagnostics, repairs and software migrations
• Diagnose technical issues and communicate with the broader software support team as needed
  
  

Knowledge

• Ensure ongoing currency of functional and technical knowledge via self-directed learning and proactive involvement in training and personal research
• Ensure ongoing currency of systems and procedures via self-directed learning and proactive involvement in training as required
  
  

Teamwork

• Work as part of a team, providing back up and support and sharing responsibility for completion of tasks as required
  
  

Health and Safety

• Adhere to all health and safety procedures and policies to ensure a safe working environment
• Proactively identify and report safety and health risks to ensure continuous improvement of occupational health and safety practices
• Wear all personal protective equipment as required
• Maintain awareness and understanding of internal safety procedures and adhere to these at all times
• Proactively report and manage safety issues
• Position Dimensions
  
  

Number of positions reporting to this position is varied dependent on size and complexity of the region

• Number of direct reports; Nil
• Number of matrix reports; Nil
• Decision making authority
• Reviewing policies and procedures and making recommendations as required
• Approval as per Finance authority matrix
• Relationships
• All Dentsply Sirona employees
• Sales Specialist
• Forging & maintaining relationships with customers as required
• Experience / Qualifications (if key requirement of the role)
• Installation of software applications
• PC firewalls
• Experience with local area networks (LANs), SQLs
• Exceptional IT support skills – responding to customers per established service level agreements
• Proven ability to work successfully across multiple clients
• Familiarity with the creation of help desk tickets, routing and escalation of tickets.
• Excellent communication skills as the role will include the professional interface between our external customers and internal sales and service teams
• Knowledge of the Dental market and equipment would be desirable
• Knowledge of Sidexis software would be desirable
• Tertiary Qualification – Degree or Diploma in a related field would be well regarded
• Minimum 6 months Level 1 Help Desk experience or a similar role
• Skills
• Maturity of judgement and discretion
• Excellent attention to detail
• Capacity to operate independently
• Excellent communication skills – both written and verbal
• Advanced level computer skills with proficiency in the MS Office suite (Excel, Word, Powerpoint and Access)
• Strong interpersonal skills with a demonstrable ability to work within a changing environment
• Willingness to contribute to and support team goals
• Excellent organisational and time management skills
• Ability to prioritise conflicting workloads and multitask
• High levels of personal drive and motivation
  
  

Dentsply Sirona is an EEO employer committed to fairness, diversity and respect. As such, Dentsply Sirona will respond to requests for Reasonable Adjustments from applicants with disabilities.

We encourage applications from all members of the community, including people from indigenous and culturally diverse backgrounds. All successful applicants must be eligible to work in Australia and New Zealand.

We look forward to receiving your application.

For more information about Dentsply Sirona, please go to www.dentsplysirona.com

Please note Dentsply Sirona operates a direct sourcing model so please no agency introductions.

Seniority level

• Seniority level

  Entry level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Information Technology

• Industries

  Medical Device

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