Database Support Representative

Envista; Quakertown (Bucks County); On-site; USD 50,000 - 75,000; Full time

Benefits offered by this job

Day-one benefits

401K match

Wellness facilities

Café on site

Job summary

DEXIS, a leading dental imaging equipment provider, seeks a skilled technical support specialist to assist customers with software and hardware issues. You will work across phone, email, chat, and remote tools to diagnose, troubleshoot, and resolve complex technical problems while maintaining high customer satisfaction.

Join a collaborative team at our Quakertown, PA location, with day-one benefits and ongoing professional growth opportunities.

Qualifications

• Experience providing technical support via phone, email, chat, and remote access.
• Ability to respond to software installations, data migrations, and backups.
• Document interactions and escalate issues when needed.

Responsibilities

• Troubleshoot basic and advanced software and hardware issues with internal and external customers via phone, email, chat, and remote control or assistance software.
• Respond to technical and how-to questions regarding software installations, conversions, datamigrations and backups.
• Document customer interaction notes and complaints in appropriate systems.
• Own the customer issue to resolution, escalating when appropriate.
• Deliver prompt responses and uphold a high level of professionalism at all times.
• Provide detailed escalation reports to management, including specific incidents, actions taken, and recommended solutions.
• Support other team members by assisting them with troubleshooting, customer inquiries, and technical escalations to ensure efficient resolution of issues and maintain high customer satisfaction.
• Manage escalations that have been assigned to you, including prioritizing, addressing, and resolving each case efficiently to ensure timely resolution.
• Build and maintain a knowledge base.
• Assist with technical projects, such as conversions and renumberings.
• Assist with other duties or projects as assigned.
• Timely and successful completion of all corporate compliance courses.

Job description

DEXIS is looking for individuals who work their best, help others, and commit to helping us improve our customer lives and celebrate the difference in others.

Who is DEXIS and why should you join the team?

We are the leading manufacturer and distributor of innovative dental imaging equipment, software, and solutions. We offer meaningful work through innovation, diverse opportunities, and career progression. We also offer Competitive Pay and Bonuses. PTO, Sick Time and Paid Holidays. Competitive leave policies including but not limited to Sick, Jury Duty, Bereavement, Personal, and Parental Leave Medical, Dental, and Vision Insurance Benefits effective DAY ONE!!!! 401K – with exceptional company match starting DAY ONE!!!! Community involvement opportunities & employee appreciation events. Newly renovated, state of the art, climate-controlled facility. Newly built 1200 sq fitness room. Gourmet coffee, beverages, snacks, and lunches are available in our café. Employee Lounge with pool table, shuffleboard and skeet ball for downtime and employee fun!

Where are we?

Situated on the southern edge of the Lehigh Valley and easily accessible from northern Philadelphia suburbs and the surrounding areas, the Quakertown facility is our North American hub for the design and manufacturing of leading dental imaging devices and software. The facility has a growing, energetic, and diverse mix of professionals spanning engineering, operations, regulatory and quality backgrounds that work collaboratively in the fast-paced medical device field. A friendly and open atmosphere helps to foster strong personal and professional relationships across the organization.

Essential Duties and Responsibilities:

• Troubleshoot basic and advanced software and hardware issues with internal and externalcustomers through phone, email, chat, and remote control or assistance software.
• Respond to technical and how-to questions regarding software installations, conversion, datamigrations and backups.
• Document customer interaction notes and complaints in appropriate systems.
• Own the customer issue to resolution, escalating when appropriate.
• Deliver prompt responses and uphold a high level of professionalism at all times.
• Provide detailed escalation reports to management, including specific incidents, actions taken,and recommended solutions.
• Support other team members by assisting them with troubleshooting, customer inquiries, andtechnical escalations to ensure efficient resolution of issues and maintain high customersatisfaction.
• Manage escalations that have been assigned to you, including prioritizing, addressing, andresolving each case efficiently to ensure timely resolution.
• Build and maintain a knowledge base.
• Assist with technical projects, such as conversions and renumberings.
• Assist with other duties or projects as assigned.
• Timely and successful completion of all corporate compliance courses.