Database Support Representative

Envista Holdings Corporation; Quakertown (Bucks County); On-site; USD 38,000 - 47,000; Full time

Benefits offered by this job

PTO

Sick Time

Paid Holidays

Medical, dental, vision insurance Day

401K match starting Day One

Job summary

Envista's DEXIS division in Quakertown, PA seeks a Database Support Specialist to administer and migrate imaging databases, support escalations, and mentor teammates in data handling.

You will troubleshoot software and hardware with customers, perform data conversions and renumberings, document interactions, and help build a knowledge base. A high school diploma and 1–2 years in a technical help desk, with Windows, SQL, PostgreSQL, and Office experience, are required.

Qualifications

• High school diploma or equivalent.
• 1–2 years troubleshooting software/hardware in a tech field.
• Advanced troubleshooting and administration of Windows OS, databases (SQL, PostgreSQL) and networks.
• Excellent verbal and written communication to troubleshoot with technicians and end users.
• Experience with Microsoft Office.
• Available for standard support hours and holidays/overtime.

Responsibilities

• Troubleshoot software and hardware issues for customers via phone, email, chat, and remote tools.
• Respond to questions on installations, data migrations and backups.
• Document customer interactions and escalate when needed.
• Own issues to resolution and provide detailed escalation reports.
• Build and maintain a knowledge base.
• Assist with conversions and renumberings and other projects.

Skills

Troubleshooting

Customer focus

Verbal communication

Remote support

Education

High school diploma

Tools

SQL

PostgreSQL

Windows OS

Microsoft Office

Job description

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.

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 customers through phone, email, chat, and remote control or assistance software.
• Respond to technical and how-to questions regarding software installations, conversion, data migrations 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 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

Target Market Salary Range:

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.

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: http://www.dol.gov/ofccp/regs/ compliance/posters/pdf/eeopost.pdf.

Envista is a global family of more than 30 trusted dental brands, united by a shared purpose: to partner with professionals to improve lives. Envista helps its customers deliver the best possible patient care through industry-leading dental consumables, solutions, technology, and services. Our comprehensive portfolio, including dental implants and treatment options, orthodontics, and digital imaging technologies, covers an estimated 90% of dentists' clinical needs for diagnosing, treating, and preventing dental conditions as well as improving the aesthetics of the human smile. Envista companies, including DEXIS, Kerr, Nobel Biocare and Ormco, partner with dental professionals to help them deliver the best possible patient care. Envista became an independent company in 2019. We brought with us the proven Envista Business System (EBS) methodology, an experienced leadership team, and a strong culture grounded in continuous improvement, commitment to innovation, and deep customer focus to meet the end-to-end needs of dental professionals worldwide. Envista is now one of the largest global dental products companies, with significant market positions in some of the most attractive segments of the dental products industry. For more information, please visit www.envistaco.com.