Technical Support Specialist, Sensei Cloud

Carestream Dental LLC; United States; On-site; USD 46,000 - 48,000; Full time

Job summary

Carestream Dental LLC is seeking a Technical Support Specialist for Sensei Cloud in the United States. You will answer technical questions, provide application support, and guide clients on computer technology usage in dental offices.

The role requires independent problem solving and strong communication to minimize downtime. Responsibilities include documenting issues, escalations, and resolutions in the CRM, contributing to knowledge base, and collaborating with other teams to improve product

Qualifications

• High School Diploma or equivalent certificate.
• College degree or equivalent experience preferred.
• 0-1 year experience in technical service related field.
• Thorough knowledge of operating systems and MS applications preferred.

Responsibilities

• Answer technical support questions and provide application support.
• Diagnose and resolve issues using knowledge resources and CRM data.
• Escalate when needed and document resolutions in the CRM.
• Maintain product knowledge and assist with training inputs.

Skills

Communication skills

Independent work

Time management

Organizational skills

Education

High School Diploma

College degree or equivalent experience

1 year experience in technical service

Job description

Technical Support Specialist, Sensei Cloud

#1681

United States

Job Description

POSITION SUMMARY:

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

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.