Support Tech

Henry Schein One; United States; Remote; USD 40,000 - 45,000; Full time

Job summary

Henry Schein One, leader mondial en logiciels de gestion dentaire, recherche un Support Technicien pour optimiser l'expérience client. Ce poste implique la résolution de problèmes techniques, le développement de compétences en service client et l'éducation des utilisateurs sur les fonctionnalités des produits. Les candidats doivent avoir une expérience pertinente et des compétences en communication interpersonnelle.

Benefits

Excellent benefits package

401K Plan with Company Match

Paid Time Off (PTO)

Professional development opportunities

Qualifications

• Expérience antérieure en tant que Technicien Support II ou équivalent.
• Connaissance avancée des logiciels HSPS Dental.
• Compétences en dépannage et en résolution de problèmes.

Responsibilities

• Répondre et traiter efficacement les appels des clients.
• Fournir des résolutions rapides aux problèmes des clients.
• Documenter toutes les conversations et actions liées aux clients.

Skills

Customer service

Problem solving

Time management

Interpersonal communication

Analytical thinking

Education

High School education

Vocational training

Tools

Microsoft Word

Microsoft Excel

Job description

Thanks for visiting our Career Page. Please review our open positions and apply to the positions that match your qualifications.

We are the Global Leader in dental management, analytics, communication, and marketing software

We deliver innovative dental software and services, combined with expert business coaching, to help connect dental technology so it works as one

When TECHNOLOGY connects, more data is shared, more tasks are automated, and more work gets done. And most importantly, dental professionals have more time to focus on providing a quality experience for their patients.

If you are looking for a growing career that makes a difference, come be part of our team today!

Unfortunately, Henry Schein One is not currently hiring individuals residing in Alaska, Delaware, Hawaii, Iowa, Louisiana, Maryland, Nebraska, North Dakota,Rhode Island,South Dakota,Vermont, West Virginia, Washington DC, orPuerto Rico and other US Territories.

Henry Schein One has recently been made aware of multiple scams where unauthorized individuals are using Henry Schein One's name and logo to solicit potential job seekers for employment.

Please be advised that Henry Schein One's official U.S. website iswww.henryscheinone.com and our official career portal is located at https://henryscheinone.applytojob.com/apply. Any other format is not genuine. Any jobs posted by Henry Schein One or its recruiters on the internet may be accessed through Henry Schein One's on-line "career opportunities" portal through these official websites. Applicants who wish to seek employment with Henry Schein One are advised to verify the job posting through these portals.

No money transfers, payments of any kind, or credit card numbers, will EVER be requested from applicants by Henry Schein One or any recruiters on its behalf, at any point in the recruitment process.

Applicants with Disabilities - ClickHERE and scroll down to the "Applicants with Disabilities Statement" for additional information and accommodation requests.

This position is responsible to answer, resolve, and log customer calls, identify issues, and provide suggestions and long-term resolutions related to the supported software. Work closely with supervisor to develop and improve customer service skills, develop ability to use provided support tools, learn effective troubleshooting techniques, and increase product knowledge. Manage more complex cases and troubleshoot and resolve issues at a higher level and may support additional products.

What you will do

• Answer and process customer calls effectively and efficiently to optimize customer experience:
• Follow proper troubleshooting steps, ask clarifying questions, and discover underlying causes of concern
• Provide timely resolution of customer issues
• Effectively educate customers on product use and assist them in fully utilizing available features to improve office productivity
• Maintain effective call ownership by ensuring contact with ongoing issues and managing open items
• Document all customer related conversations, steps and actions taken, and results and resolutions obtained throughout each call
• Provide support for advanced skillsets and customer issues
• Answer questions and providing formal and informal mentorship for fellow TSMs
• Complete other Tech III assignments as required to ensure quality customer service is being provided:
• Draft and edit knowledgebase articles
• Utilize resources and tools as needed to help take over and resolve difficult issues
• Create training content and may present trainings on assigned topics
• Participate in special projects and perform other duties as required

Qualifications

Must have:

• Typically 4 or more years of related experience.
• Typically High School education, vocational training and/or on-the-job training.
• Must have previous experience as a Henry Schein Practice Solutions Support Technician II or equivalent
• Advanced knowledge of HSPS Dental Software(s) or equivalent
• Working knowledge of Microsoft Word and Excel as it relates to the supported software
• Advanced troubleshooting and problem solving skills
• Basic knowledge of computer hardware, operating systems, database structure, and networks as it relates to the supported software
• Ability to prioritize tasks, handle stress, and adapt to change
• Strong time management skills and the ability to prioritize work
• Very good attention to detail and accuracy
• Customer service oriented and ability to work with and resolve complex issues
• Ability to plan and arrange activities
• Excellent interpersonal communication skills
• Excellent written and verbal communication skills
• Ability to maintain confidential and highly sensitive information
• Ability to work in a team environment
• Ability to manage conflict
• Capacity to work effectively under pressure
• Analytical thinking
• Oversee small projects
• Identify and recommend continuous improvement opportunities
• Establish productive working relationships at multiple levels within the organization

Nice to have:

The posted range for this position is $40,000-$45,000 which is the expected starting base pay for an employee who is new to the role to fully proficient in the role. Many factors go into determining employee pay within the posted range including prior experience, current skills, location/labor market, internal equity, etc.

What you get as a Henry Schein One Employee

• A great place to work with fantastic people.
• A career in the healthcare technology industry, with the ability to grow and realize your full potential.
• Competitive compensation.
• Excellent benefits package!Medical, Dental and Vision Coverage, 401K Plan with Company Match, Paid Time Off (PTO), Paid ParentalLeave, Short Term Disability, Sick Leave (if applicable), Income Protection, Work Life Assistance Program, Health Savings and Flexible Spending Accounts,Education Benefits, Worldwide Scholarship Program, Volunteer Opportunities, and more.

Henry Schein One is the global leader in dental management, analytics, communication, and marketing software. Our company’s products and services work together as one simple solution to provide users with a seamless and integrated experience.

Our company thrives because of our people. We believe in supportive, diverse, and inclusive workforce, inclusive environments, professional development opportunities, and competitive compensation packages. We value innovation, teamwork, and encourage work-life balance.

One of many reasons why Henry Schein One (HS1) leads the industry is because of our products, services and most importantly our people. In 2022 HS1 was awarded one of the top places to work for in Utah. To learn more, click here:2022 Best Companies To Work For | Henry Schein One

Henry Schein, Inc. is an Equal Employment Opportunity Employer and does not discriminate against applicants or employees on the basis of race, color, religion, creed, national origin, ancestry, disability that can be reasonably accommodated without undue hardship, sex, sexual orientation, gender identity, age, citizenship, marital or veteran status, or any other legally protected status.

Unfortunately, Henry Schein One is not currently hiring individuals residing in Alaska, Delaware, Hawaii, Iowa, Louisiana, Maryland, Nebraska, North Dakota,Rhode Island,South Dakota,Vermont, West Virginia, Washington DC, orPuerto Rico and other US Territories.

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