Database Support Representative

envista; United States; On-site; USD 55,000 - 85,000; Full time

Benefits offered by this job

Competitive pay

PTO and holidays

Day-one benefits

401K match

Fitness facility

Cafe beverages

Job summary

DEXIS, a leading dental imaging equipment maker, seeks a Database Support Specialist to troubleshoot software and hardware issues for customers via phone, email, chat, and remote tools.

You will own each case to resolution, document interactions, assist teammates, and contribute to project work while upholding a high standard of professionalism in a busy support center.

Qualifications

• High school diploma or equivalent.
• 1–2 years of troubleshooting software/hardware in a technical field.
• Advanced troubleshooting of Windows, file structures, permissions, peripherals, databases, and networks.
• Excellent verbal and written communication to troubleshoot with users and service techs.
• Experience with Microsoft Office and help desk tools.
• Available to work standard hours, holidays, and overtime as needed.

Responsibilities

• Troubleshoot basic and advanced software and hardware issues via phone, email, chat, and remote tools.
• Respond to questions on software installations, data migrations, and backups.
• Document customer interactions and complaints in systems.
• Own issues to resolution, escalating when appropriate.
• Deliver prompt responses and maintain professionalism at all times.
• Provide escalation reports with incidents, actions taken, and solutions.
• Support teammates with troubleshooting and escalations to ensure customer satisfaction.
• Manage escalations, prioritize and resolve cases efficiently.
• Build and maintain a knowledge base.
• Assist with technical projects and other duties as assigned.
• Complete corporate compliance courses timely.

Skills

Verbal communication

Written communication

Customer focus

Troubleshooting

Education

High school diploma or equivalent

Tools

Windows OS

SQL

PostgreSQL

Microsoft Office

Networking

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.

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

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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;