Database Support Representative

DEXIS; Quakertown (Bucks County); On-site; USD 39,000 - 47,000; Full time

Benefits offered by this job

Competitive pay and bonuses

Paid time off, sick time, holidays

Medical, dental, and vision insurance—

401K with company match starting DAY 1

Fitness room and cafe perks

Employee lounge and team events

Job summary

DEXIS, a leading dental imaging equipment and software provider, is hiring a Database Support Specialist in Quakertown. You will support and execute database services, convert older imaging databases, manage PMS ID renumberings, and mentor other Tech Support members.

The role involves troubleshooting complex software/hardware issues, handling customer escalations, and contributing to technical projects while ensuring high customer satisfaction.

Qualifications

• Excellent verbal and written communication skills, customer-focused while resolving issues.
• Self-starter, independent thinker, able to mentor others in the team.
• Experience supporting imaging software and databases is a plus.

Responsibilities

• Troubleshoot software and hardware issues with internal and external parties.
• Respond to questions regarding software installations and data conversions.
• Document customer interactions and escalate to management when needed.
• Own customer issues to resolution and provide detailed escalation reports.
• Build and maintain a knowledge base and assist with technical projects.

Skills

Troubleshooting

Customer support

Verbal and written communication

Microsoft Office

Self-starter

Education

High school diploma or equivalent

Tools

Windows OS

SQL databases

PostgreSQL

IT help desk

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!

Situted 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.

The main responsibility of this position is to support and execute database services for DEXIS software. Database services include converting older imaging databases and third-party data to newer DEXIS imaging software, database merges, and performing PMS ID renumberings in the current imaging database. This role also manages customer escalations, carries out technical projects, and mentors other Tech Support team members on supporting imaging databases.

Essential Duties And Responsibilities

• Troubleshoot basic and advanced software and hardware issues with internal and external
• Respond to technical and how-to questions regarding software installations, conversion, data
• 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 Requirements

The Database Support Specialist must have excellent verbal and written communication skills, be a self-starter, self-sufficient, independent thinker, and enthusiastic. The candidate must have strong interpersonal phone and email skills and be customer-focused while resolving and troubleshooting customer issues. They must be able to support and perform complex technical duties related to DEXIS products, by answering customer questions or resolving issues in a support center environment. This role mentors other Tech Support team members, handles customer escalations, and executes technical projects.

Minimum Requirements

• High school diploma or equivalent
• 1 – 2 years of experience in troubleshooting computer software/hardware, help desk, or phone

support in a technical-related field

• Advanced troubleshooting and administration knowledge of Windows operating systems, file

structure, permissions, hardware peripherals, databases (SQL, Flat-file, PostgresSQL), and

networks.

• Excellent verbal and written communication skills necessary to troubleshoot equipment by

phone with service technicians, as well as solve application problems with the end users

• Experience with Microsoft Office
• Must be available to work standard departmental support hours
• Must be available to work holidays and overtime, as dictated by business needs

IND123

Actual compensation packages take into account a wide range of factors that are unique to each candidate, including but not limited to geographic location; skill sets; relevant education and certifications; depth of experience; performance; and other business and organizational needs. The disclosed reasonable estimate has not been adjusted for the applicable geographic differential associated with the location at which the position may be filled. At Envista, it is not typical for an individual to be hired at or near the top of the range for their role and compensation decisions are dependent on the facts and circumstances of each case. The total compensation package for this position may also include an annual performance bonus, medical/dental/vision benefits, 401K match, and/or other applicable compensation plans.

$27.70 - $33.80 per hour

Operating company:DEXIS

Envista and all Envista Companies are equal opportunity employers that evaluate qualified applicants without regard to race, color, national origin, religion, sex, age, marital status, disability, veteran status, sexual orientation, gender identity, or other characteristics protected by law. The “EEO is the Law” poster is available at: https://www.dol.gov/sites/dolgov/files/ofccp/regs/compliance/posters/pdf/eeopost.pdf