Support Consultant Technical - Dental Technician

QuickStart Solutions; Taguig; On-site; PHP 400,000 - 600,000; Full time

Job summary

A dental solutions provider in the Philippines is looking for an experienced candidate to manage customer inquiries and CRM cases. The role involves expertise in the 3Shape Dental System and collaboration with internal teams. Ideal candidates should have at least 5 years of related experience, a solid understanding of dental terms, and proficient technical skills. This position is critical for ensuring customer satisfaction through effective problem resolution and support.

Qualifications

• At least 5 years of experience in the same field.
• Proficiency in 3Shape Dental System, TRIOS, and scanners.
• Understanding of basic dental terminologies and materials.

Responsibilities

• Independently handle customer inquiries and manage cases.
• Create and manage cases in the CRM system.
• Serve as the primary contact for customer advice and problem-solving.

Skills

3Shape Dental System Expertise

Digital CAD Workflow

Technical Skills

Dental Knowledge

Tools

MS Office

Job description

Job Requirements

• At least 5 years of experience in the same field
• 3Shape Dental System Expertise: Proficiency in 3Shape Dental System, TRIOS, 3Shape Unite, and 3Shape Scanners, with experience in designing crowns, veneers, implants, and digital dentures (basic to advanced, including daily unit targets).
• Digital CAD Workflow: Hands-on experience with the complete digital workflow, including order creation, scanning (via 3Shape or 3rd-party scanners), design, and production through milling, 3D printing, or laser sintering.
• Technical Skills: Basic to advanced troubleshooting of Windows systems (firewall, path files, software installation), minor 3Shape Communicate System troubleshooting, and proficiency in MS Office.
• Dental Knowledge: Understanding of basic dental terminologies, including tooth numbering systems, anatomy, and morphology, as well as knowledge of dental laboratory materials and their applications.
• Experience & Expertise: Proven years of experience using 3Shape Dental System software and applications in a professional setting.

Job Description

• Customer Inquiry Management: Independently handle and transfer customer inquiries from Global Customer Care via various communication channels, upgrading automatically generated cases as needed per process guidelines.
• CRM Case Management: Create and manage cases in the CRM system for both Laboratory Materials and Digital Clinical categories, ensuring proper documentation and compliance.
• Issue Resolution: Provide process-compliant support for issues ranging from minor (Class I) to severe (Class II), and critical (Class III) impairments with necessary support.
• Customer Communication: Serve as the primary contact for customer advice and problem-solving in English (additional languages optional), collaborating with other support locations when required.
• Collaboration & Compliance: Work with internal teams, 3rd level support, and external partners to resolve escalated cases while ensuring compliance with established processes and documentation standards.