Product Support Specialist, Remote

Freddie Mac; United States; Remote; USD 60,000 - 80,000; Full time

Job summary

A leading company in dental innovations is looking for a Product Support Specialist to provide technical support to customers. This role involves troubleshooting software and hardware issues, maintaining documentation, and ensuring a premium customer experience. Candidates should have 4+ years in technical support, ideally in the healthcare field, and possess strong communication skills.

Qualifications

• Minimum of 4 years technical call center support experience or equivalent.
• Experience troubleshooting technology and healthcare related products.
• Dental experience preferred.

Responsibilities

• Diagnoses, troubleshoots, and resolves technical issues related to software and hardware.
• Responds to client inquiries concerning systems operation.
• Educates and coaches customers and dealer personnel.

Skills

Communication

Problem-Solving

Technical Skills

Customer Service

Education

Associate's Degree or Bachelor's Degree

Tools

Microsoft Office Products

Service CRM software (e.g., SAP, Salesforce)

Job description

Dentsply Sirona is the world's largest manufacturer of professional dental products and technologies, with a 130-year history of innovation and service to the dental industry and patients worldwide. Dentsply Sirona develops, manufactures, and markets a comprehensive solutions offering including dental and oral health products as well as other consumable medical devices under a strong portfolio of world class brands. Dentsply Sirona's products provide innovative, high-quality and effective solutions to advance patient care and deliver better and safer dentistry. Dentsply Sirona's global headquarters is located in Charlotte, North Carolina. The company's shares are listed in the United States on NASDAQ under the symbol XRAY.

Bringing out the best in people

As advanced as dentistry is today, we are dedicated to making it even better. Our people have a passion for innovation and are committed to applying it to improve dental care. We live and breathe high performance, working as one global team, bringing out the best in each other for the benefit of dental patients, and the professionals who serve them. If you want to grow and develop as a part of a team that is shaping an industry, then we're looking for the best to join us.

Working at Dentsply Sirona you are able to:

Develop faster - with our commitment to the best professional development.

Perform better - as part of a high-performance, empowering culture.

Shape an industry - with a market leader that continues to drive innovation.

Make a difference -by helping improve oral health worldwide.

Job Summary:

The Product Support Specialist position provides application and technical product support to both internal and external customers, which includes addressing software and design inquiries, resolving product-related issues, and directing customers to the appropriate support departments. Support is delivered through clear and user-friendly communication of technical solutions via email and/or telephone.

This role also entails troubleshooting and resolving customer concerns related to software, hardware, and service products, as well as documenting customer information and technical issues in line with product quality programs. The primary focus is on delivering a premium technical support experience based on empathy, speed, and accuracy.

Key Responsibilities:

• Diagnoses, troubleshoots, and resolves technical issues related to software, hardware and/or service products.
• Responds to client inquiries concerning systems operation, diagnoses system hardware, software, and operator problems and provide guidance on warranty claims.
• Assists customers with inquiries via phone and email.
• Maintains accurate documentation, create service reports, and enters information into ticket tracking system.
• Collaborates with technical support engineers to troubleshoot products and escalating complex issues to technical support managers and engineers.
• Educates and coaches customers and dealer personnel, when necessary, via telephone, remote access software, chat, in person, or in a classroom setting.
• Acquires and maintains technical knowledge, skills, and references, in all areas of the assigned products, to expertly troubleshoot and repair products.
• Complies with internal standard operating procedures and health and safety policies.
• Performs other duties and assignments as requested to support the technical service function.

Education:

• Associate's Degree or Bachelor's Degree preferred

Years and Type of Experience:

• Minimum of 4 years technical call center support experience or equivalent
• Experience with troubleshooting technology and healthcare related products a plus
• Dental Experience preferred
• Must be experienced in troubleshooting computer hardware, Windows Operating Systems, and Applications and/or experience installing and troubleshooting computer networks.

Required Computer Skills:

• Proficient in Microsoft Office Products
• Contact Management Systems
• Internet and Email Applications
• Service CRM software (e.g., SAP, Salesforce)

Key Required Skills, Knowledge, and Capabilities:

• Experience working in a team-oriented, collaborative environment
• Organized and detail-oriented; deadline-oriented
• Flexible and able to respond to change to meet business needs
• Exceptional interpersonal, communication, and problem-solving skills a must
• Ability to read and interpret documents such as manuals, work instructions and software manuals
• Excellent oral and written communication skills (fluent in English - written and spoken; fluent in French is a plus)
• Remains calm in challenging situations
• Understands and leverages training provided to solve complex challenges for our customers
• Coachable and participates in the feedback process
• Ability to meet the challenges of a fast-paced and demanding environment
• Computer proficiency
• Demonstrated ability to deal effectively with customers and strong telephone etiquette skills required
• Demonstrated ability to learn and apply new technology quickly
• Demonstrates a high-level of interpersonal skills and the ability to interact with customers, employees, and others in a professional and tactful manner
• Ability to communicate with a diverse audience effectively and clearly; one-on-one conversations; as well as group situations

Additional Requirements:

• Candidates must be willing to work 40hrs per week, with varying start and end times
• Candidates must be willing to work overtime, if required, to meet required deadlines

Dentsply Sirona is an Equal Opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, sexual orientation, disability, or protected Veteran status. We appreciate your interest in Dentsply Sirona.

If you need assistance with completing the online application due to a disability, please send an accommodation request to [e-mail]. Please be sure to include "Accommodation Request" in the subject.

For California Residents:

We may collect the following categories of personal information in connection with the submission of your resume or application materials to us for employment, and if hired, your employment with us: identifiers (e.g., name, address, email address, birthdate); personal records (e.g., telephone number, signature, education information, criminal background information, passport number and visa information); consumer characteristics (e.g., sex, marital status, veteran status, race, disability, sexual orientation); professional or employment information (e.g., resume, cover letter, employment history, background check forms, references, certifications, transcripts and languages spoken); and inferences from personal information collected (e.g., a profile reflecting abilities and aptitudes).

The above categories of personal information are collected for the following business purposes: performing recruitment and hiring services; processing interactions and transactions (e.g., to comply with federal and state laws requiring us to maintain certain records, managing the workforce); and security (e.g., detecting security incidents, protecting against fraudulent or illegal activity).

For additional details and questions, contact us at [e-mail]