Tech Support Specialist — Software & Hardware Helpdesk

Envista; Quakertown (Bucks County); On-site; USD 50,000 - 75,000; Full time

Benefits offered by this job

Day-one benefits

401K match

Wellness facilities

Café on site

Job summary

DEXIS, a leading dental imaging equipment provider, seeks a skilled technical support specialist to assist customers with software and hardware issues. You will work across phone, email, chat, and remote tools to diagnose, troubleshoot, and resolve complex technical problems while maintaining high customer satisfaction.

Join a collaborative team at our Quakertown, PA location, with day-one benefits and ongoing professional growth opportunities.

Qualifications

• Experience providing technical support via phone, email, chat, and remote access.
• Ability to respond to software installations, data migrations, and backups.
• Document interactions and escalate issues when needed.

Responsibilities

• Troubleshoot basic and advanced software and hardware issues with internal and external customers via phone, email, chat, and remote control or assistance software.
• Respond to technical and how-to questions regarding software installations, conversions, datamigrations and backups.
• Document customer interaction notes and complaints in appropriate systems.
• Own the customer issue to resolution, escalating when appropriate.
• Deliver prompt responses and uphold a high level of professionalism at all times.
• Provide detailed escalation reports to management, including specific incidents, actions taken, and recommended solutions.
• Support other team members by assisting them with troubleshooting, customer inquiries, and technical escalations to ensure efficient resolution of issues and maintain high customer satisfaction.
• Manage escalations that have been assigned to you, including prioritizing, addressing, and resolving each case efficiently to ensure timely resolution.
• Build and maintain a knowledge base.
• Assist with technical projects, such as conversions and renumberings.
• Assist with other duties or projects as assigned.
• Timely and successful completion of all corporate compliance courses.

Job description

DEXIS, a leading dental imaging equipment provider, seeks a skilled technical support specialist to assist customers with software and hardware issues. You will work across phone, email, chat, and remote tools to diagnose, troubleshoot, and resolve complex technical problems while maintaining high customer satisfaction.

Join a collaborative team at our Quakertown, PA location, with day-one benefits and ongoing professional growth opportunities.