Support Technician

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

Job summary

A leading dental software company is looking for a customer support specialist to enhance client satisfaction by resolving issues related to their software. The ideal candidate will have strong problem-solving skills and experience in customer service. Compensation ranges from $40,000 to $45,000, with excellent benefits and growth opportunities in the healthcare technology sector.

Benefits

Competitive compensation

Excellent benefits package

Growth opportunities

Qualifications

• Typically 4 or more years of related experience.
• Working knowledge of computer hardware, operating systems, database structure, and networks.
• Ability to manage conflict and work effectively under pressure.

Responsibilities

• Answer and process customer calls effectively.
• Provide timely resolution of customer issues.
• Document all customer related conversations.

Skills

Advanced troubleshooting and problem solving skills

Excellent interpersonal communication skills

Customer service oriented

Strong time management skills

Analytical thinking

Education

High School education or equivalent

Vocational training and/or on-the-job training

Tools

Microsoft Word

Microsoft Excel

HSPS Dental Software

Job description

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.

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.

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.

Henry Schein One 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.