Support Tech V

Henry Schein One; Mississippi; Remote; USD 56,000 - 63,000; Full time

Job summary

Henry Schein One seeks a NProduct Support Engineer to ensure product supportability for Customer Service. This remote position involves collaboration with Product Management, creating training materials, and driving product quality, requiring a Bachelor's degree and at least six years of related experience. Ideal candidates possess strong problem-solving and communication skills, excelling in a team-based environment.

Benefits

Medical, Dental and Vision Coverage

401K Plan with Company Match

Paid Time Off (PTO)

Paid Parental Leave

Education Benefits

Qualifications

• Typically 6 or more years of related experience.
• Ability to manage conflict and work under pressure.
• Excellent organizational and multitasking skills.

Responsibilities

• Drive product supportability for the Customer Service organization.
• Create training content for team course development.
• Oversee product previews and bug bashes.

Skills

Customer service orientation

Time management

Problem solving

Interpersonal communication

Attention to detail

Education

Bachelor's Degree or equivalent

Tools

Microsoft Office (Word, Excel, PowerPoint)

Job description

This position is responsible to drive product supportability for the Customer Service organization.

KEY RESPONSIBILITIES:

• Work with Product Management and Product Supportability to ensure Customer Service and Technical Software Support are properly represented in product planning.
• Assist with escalations within assigned product scope.
• Oversee department readiness preparations for upcoming releases and product life cycle.
• Work with Development to drive product quality.
• Create training content to assist training team with course development.
• Oversee product previews and bug bashes.
• Assist development, in behalf of Customer Service, with beta testing and other product test cases as needed.
• Participate in special projects and perform other duties as required.

GENERAL SKILLS & COMPETENCIES:

• Typically 6 or more years of related experience.
• Bachelor's Degree or global equivalent in related discipline.
• Basic understanding of industry practices
• Excellent time management skills and the ability to prioritize work
• Ability to set clear team goals, delegate tasks and set deadlines
• Very good attention to detail and accuracy
• Customer service oriented and ability to work with and resolve complex issues
• Ability to plan and arranges 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 multi-task
• Ability to manage conflict
• Capacity to work effectively under pressure
• Good analysis and problem solving skills
• Oversee multiple and/or complex projects
• Identify and recommend continuous improvement opportunities
• Establish productive working relationships at multiple levels within the organization

SPECIFIC KNOWLEDGE & SKILLS:

• Must have previous experience as a Henry Schein Practice Solutions Support Technician IV or equivalent
• Advanced knowledge of HSPS Dental Software(s) or equivalent
• Working knowledge of Microsoft Word, Excel, PowerPoint and other Microsoft Office programs, as it relates to the supported software
• Advanced troubleshooting and problem solving skills
• Advanced knowledge of computer hardware, operating systems, database structure, and networks as it relates to the supported software
• Excellent organizational, troubleshooting and problem solving skills
• Proficient writing skills
• Effective interpersonal and communication skills.
• Ability to prioritize, handle stress, and adapt to change

PREFERREDKNOWLEDGE & SKILLS:

• SQL Queries/Structure
• Network Infrastructure Troubleshooting
• Mentoring/Coaching

***This position is Remote***

JOB OVERVIEW:

This position is responsible to drive product supportability for the Customer Service organization.

KEY RESPONSIBILITIES:

• Work with Product Management and Product Supportability to ensure Customer Service and Technical Software Support are properly represented in product planning.
• Assist with escalations within assigned product scope.
• Oversee department readiness preparations for upcoming releases and product life cycle.
• Work with Development to drive product quality.
• Create training content to assist training team with course development.
• Oversee product previews and bug bashes.
• Assist development, in behalf of Customer Service, with beta testing and other product test cases as needed.
• Participate in special projects and perform other duties as required.

GENERAL SKILLS & COMPETENCIES:

• Typically 6 or more years of related experience.
• Bachelor's Degree or global equivalent in related discipline.
• Basic understanding of industry practices
• Excellent time management skills and the ability to prioritize work
• Ability to set clear team goals, delegate tasks and set deadlines
• Very good attention to detail and accuracy
• Customer service oriented and ability to work with and resolve complex issues
• Ability to plan and arranges 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 multi-task
• Ability to manage conflict
• Capacity to work effectively under pressure
• Good analysis and problem solving skills
• Oversee multiple and/or complex projects
• Identify and recommend continuous improvement opportunities
• Establish productive working relationships at multiple levels within the organization

SPECIFIC KNOWLEDGE & SKILLS:

• Must have previous experience as a Henry Schein Practice Solutions Support Technician IV or equivalent
• Advanced knowledge of HSPS Dental Software(s) or equivalent
• Working knowledge of Microsoft Word, Excel, PowerPoint and other Microsoft Office programs, as it relates to the supported software
• Advanced troubleshooting and problem solving skills
• Advanced knowledge of computer hardware, operating systems, database structure, and networks as it relates to the supported software
• Excellent organizational, troubleshooting and problem solving skills
• Proficient writing skills
• Beginning project management skills
• Effective interpersonal and communication skills.
• Ability to prioritize, handle stress, and adapt to change

PREFERREDKNOWLEDGE & SKILLS:

• SQL Queries/Structure
• Network Infrastructure Troubleshooting
• Mentoring/Coaching

The posted range for this position is $56,000-$63,000 which is the expected starting base salary range 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. This position is eligible for a target bonus not reflected in the posted range.

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), Sick Leave (if applicable), Paid ParentalLeave, Short Term Disability, Income Protection, Work Life Assistance Program, Health Savings and Flexible Spending Accounts,Education Benefits, Worldwide Scholarship Program, Volunteer Opportunities, and more.

About Henry Schein One

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.

O ur 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. and Henry Schein One, LLC are Equal Employment Opportunity Employers and do 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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