Technical Support Specialist

Carestream Dental Inc.; Northern (KY); On-site; USD 46,000 - 48,000; Full time

Benefits offered by this job

Medical/dental/vision benefits

401(k) Employer Match

Paid Time Off

Annual performance bonus

Job summary

Carestream Dental Inc. is seeking a Technical Support Specialist to provide technical guidance and application support to dental offices, field personnel, dealers and third parties.

This role requires diagnosing and resolving issues using knowledge systems to restore customer operations. Responsibilities include problem analysis, CRM documentation, escalation when needed, and contributing to knowledge base and training materials.

Qualifications

• Excellent verbal and written communication skills.
• Ability to work independently and handle competing priorities.
• Experience with operating systems and MS applications is preferred.

Responsibilities

• Answer technical support questions and provide application support.
• Diagnose issues and provide expert solutions to complex customer problems.
• Record customer interactions in the CRM and escalate as needed.
• Document issues and resolutions for knowledge base and training.

Skills

Communication skills

Independent work

Organization

Time management

Education

High School Diploma or equivalent

College Degree or equivalent experience

Tools

Microsoft Windows

MS Office

Job description

The Technical Support Specialist is responsible for answering technical support questions, application support and providing clients with technical guidance on the use of computer technology in dental offices. The Technical Support Specialist also applies a general working knowledge of computer software, hardware and troubleshooting skills to resolve a substantial number of client problems independently. Technical Solutions Representatives are a geographic resource that primarily provides technical support to Carestream Dental customers, field personnel, dealers, and 3rd parties. The primary goal is to minimize the impact to our customer by resolving an incident or request as quickly as possible and escalating as necessary to restore customer business operations. The role is a technical generalist able to independently diagnose and resolve issues utilizing knowledge systems and technical resources as required.

KEY/SPECIFIC JOB RESPONSIBILITIES:

• Demonstrated skills in problem analysis, customer relations, organizational abilities, telephone etiquette, and in effective working relationships with other service/support groups
• Demonstrates the ability to solve common problems and to provide immediate solutions
• Excellent verbal and written communication skills and the ability to make decisions independently
• Software Product Family positions will require working knowledge of Microsoft Operating Systems
• Require demonstrated aptitude for logic and screen human harmony
• Follow proper procedures for processing escalations and defects
• Provide input for new products, features, product usability and supportability
• Suggest proposed solutions to basic issues in knowledge base and for internal/external documentation
• Perform proactive calls
• Provide expert solutions to complex customer issues in an accurate and timely manner as specified within company standards and guidelines
• Escalate issues following the escalations guidelines as needed
• Record an entry for every customer contact in the CRM
• Document issues and resolutions thoroughly in the CRM
• Maintain and increase quality and technical evaluation scoring
• Perform data analysis and editing of customer data
• Perform call escalation and handle escalated calls following escalation procedure as needed
• Provide input for training based on call escalations
• Perform collection of data from customer site following HIPAA guidelines where applicable.
• Resolve conversion issues
• Resolve live-line calls, email, Chat or other methods of contact as needed or directed by supervisor
• Provide input for new products, features, product usability and supportability.
• Notify management on call escalations as needed
• Maintain and increase product knowledge on applicable products/applications via training, documentation and personal research
• Submit proposed solutions to complex issues in knowledge base and internal/external documentation
• Perform any tasks as directed by his/her supervisor

REQUIRED SKILLS/PREFERRED SKILLS:

• Excellent verbal and written communication skills and the ability to make decisions independently
• Ability to work independently, manage competing priorities, and adapt in a fast-paced environment
• Strong organizational, time management, and multitasking skills
• Demonstrates skills in problem analysis, customer relations, organizational abilities, telephone etiquette, and in effective working relationships with other service/support groups

EDUCATION (Required/Preferred):

• Required: High School Diploma or equivalent certificate
• Preferred: College Degree or equivalent experience
• Required: 0-1 year experience in technical service related field
• Preferred: one (1) year experience in a technical service-related field and a thorough knowledge of operating systems and MS applications

Total Compensation: $ 45,500 - $47,500 USDannually, which includes a base salary and target variable incentive. Actual compensation will be determined based on factors such as skills, experience, and qualifications.

Compensation Disclosure

Actual compensation packages take into account a wide range of factors, including but not limited to, skill sets, relative education and certifications, depth of experience and other business and organizational needs. The total compensation package for this position may also include medical/dental/vision benefits, 401(k) Employer Match, Paid Time Off, an annual performance bonus and/or other applicable compensation plans.

Locations

United States

undefined

Blog

Newsroom

Resource Library

Employer Privacy Policy

Carestream, and its subsidiaries, is an equal opportunity/affirmative action employer and does not discriminate on the basis of any legally protected status or characteristic.
If you need accommodation for any part of the employment process because of a medical condition or disability, please send an email to [e-mail] to let us know the nature of your request.

EEO is the Law

ADP Privacy Statement Artificial Intelligence Google Privacy Policy Google Terms of Service