Support Technician III

Henry Schein Inc; United States; Remote; USD 50,000 - 70,000; Full time

Job summary

Henry Schein Inc seeks a Support Technician to enhance customer experience by resolving technical issues and educating users on software. Ideal candidates will demonstrate strong troubleshooting capabilities and a customer-centric approach. Enjoy competitive compensation and comprehensive benefits while fostering growth in a dynamic environment.

Benefits

Competitive compensation

Excellent benefits package

Paid Time Off (PTO)

Paid Parental Leave

Health Savings and Flexible Spending Accounts

Qualifications

• 4 or more years of related experience.
• Must have previous experience as a Support Technician II or equivalent.
• Ability to prioritize tasks and adapt to change.

Responsibilities

• Answer and process customer calls effectively to optimize customer experience.
• Provide timely resolution of customer issues.
• Document all customer related conversations and actions taken.

Skills

Advanced troubleshooting skills

Customer service orientation

Analytical thinking

Attention to detail

Education

Bachelor’s degree preferred

High School education

Tools

Microsoft Word

Microsoft Excel

HSPS Dental Software

Job description

What is the Henry Schein ONE Way? Simply put, we care for each other. We treat each other with respect, kindness, gratitude, and awe. We welcome different viewpoints and encourage creativity. Henry Schein ONE believes that everyone has something amazing and unique to contribute, and we wouldn’t be Global Industry leaders today without all the individual contributions that bring our team together.

Our culture strives to provide a place where passion, individuality, autonomy, purpose and diversity succeeds. We strive to let you Schein because when you Schein so do we!

If you are still not sold on how great it is to be a Team Schein Member, then perhaps you need to hear about our Henry Schein Cares programs, team engagements, lunches, and extra wellness benefits. Or that our leadership encourages you to maintain a healthy work-life balance. There are so many perks too numerous to list. If you are intrigued, apply now, our Talent Acquisition team is excited to meet you!

JOB OVERVIEW:

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.

KEY RESPONSIBILITIES:

• 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

SPECIFIC KNOWLEDGE & SKILLS:

• 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

GENERAL SKILLS & COMPETENCIES:

· 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 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

· Analytical thinking

· Oversee small projects

· Identify and recommend continuous improvement opportunities

· Establish productive working relationships at multiple levels within the organization

WORK EXPERIENCE:

Typically 4 or more years of related experience.

PREFERRED EDUCATION:

Typically High School education, vocational training and/or on-the-job training. Bachelor’s degree preferred.

TRAVEL / PHYSICAL DEMANDS:

Travel typically less than 10%. Office environment. No special physical demands required.

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 Parental Leave, Short Term Disability, Work Life Assistance Program, Health Savings and Flexible Spending Accounts, Education Benefits, Worldwide Scholarship Program, Volunteer Opportunities, and more.

*Benefits may vary by location or status.

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.

About the company

Henry Schein, Inc. is an American distributor of health care products and services with a presence in 32 countries.

Notice

Talentify is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status.

Talentify provides reasonable accommodations to qualified applicants with disabilities, including disabled veterans. Request assistance at [e-mail] or 407-000-0000.

Federal law requires every new hire to complete Form I-9 and present proof of identity and U.S. work eligibility.

An Automated Employment Decision Tool (AEDT) will score your job-related skills and responses. Bias-audit & data-use details: www.talentify.io/bias-audit-report . NYC applicants may request an alternative process or accommodation at [e-mail] or 407-000-0000.