Technical Support Representative

Job Description:

Join our Team! DEXIS is looking for individuals who work their best, help others, and commit to helping us improve our customer lives and celebrate the difference in others. We have several new and exciting opportunities available as we expand our Customer Care team into Costa Rica!

Who is DEXIS and why should you join the team?

We are the leading manufacturer and distributor of innovative dental imaging equipment, software, and solutions. We offer meaningful work through innovation, diverse opportunities, and career progression.

We Offer

• Competitive Pay and Bonuses.
• Vacation, Sick leave, and Paid Holidays.
• Employee Referral Program
• Competitive leave policies including Sick, Bereavement and Maternity/Paternity Leave
• Medical, Dental, and Vision Insurance Benefits
• Community involvement opportunities & employee appreciation events.
• State of the art, climate-controlled facility.
• Gourmet coffee, beverages, snacks, and lunches are available in our café.
• Employee Lounge with ping-pong table and football table for downtime and employee fun!

Where are we?

Just a few minutes from the center of the capital, our office is in the WeWork building located in the exclusive West area of San Jose. We are within the Escazu Village Torre 2 complex, which has excellent restaurants, a gym, a commercial and residential area. The building has beautiful views of the mountains and the city and is conveniently located next to Route 27.

The building has a growing, energetic, and diverse mix of professionals spanning several industries. Plus, a modern and open atmosphere to support strong personal and professional relationships.

Learn more about our site by visiting: https://www.wework.com/buildings/escazu-village--san-jose--costa-rica

Position Summary

The primary function of this position is to support independent accounts and perform complex technical duties related to all DEXIS products, by answering customer questions or resolving issues in a support center environment.

This is an on-site position during training with the possibility to apply for a hybrid position afterwards, staggered shifts between core departmental hours of 6:30am - 5:30 pm CT, Monday - Friday in order to support US/Canadian customers. This position may be required to work holidays and overtime as dictated by business needs.

Essential Duties and Responsibilities

• Investigate, analyze, and resolve complex support requests with internal and external customers via phone, email, chat, and remote control/assist software.
• Take ownership of the customer issue to resolution.
• Document session notes and complaints in appropriate systems.
• Provide fast responses and always maintain an elevated level of professionalism.
• Support multiple products.
• Document session notes and complaints in appropriate systems.
• Perform other duties or special projects as assigned.
• Must consistently deliver results and meet KPI’s, Metrics and Quality standards.

Job Requirements:

This position will require strong interpersonal phone and email skills and a strong customer focus resolving and troubleshooting customer issues. It will include troubleshooting equipment by phone and with service technicians and solving application problems with the end user that may or may not be comfortable using a computer.

MINIMUM REQUIREMENTS 

• High school diploma or equivalent 
• 1-2 years technical support and/or customer service experience
• B2 proficiency level in English speaking as defined by the CEFR scale
• Experience in troubleshooting and installation of computer software/hardware and remote desktop solutions via help desk, or phone support in a technical-related field. 
• Experience in troubleshooting network environments IE... TCP/IP, LAN, DNS, Client/Server configuration, user permissions. 
• Experience supporting Microsoft Windows versions & Microsoft Server
• Basic Understanding of MS SQL. 

PREFERRED REQUIREMENTS  

• CompTIA A+ certification, CompTIA Net+ certification, MCSA Windows certification or equivalent
• Customer service training/courses
• Knowledge of dental X-ray software and equipment
• Experience troubleshooting with the MAC Parallel environment 
• Basic knowledge of virtual computing concepts
• Basic Knowledge of HIPAA 

RELATIONSHIPS: 

Internal relationships: 

• Reports to the Technical Support Supervisor 
• Frequently interacts with all functional departments 

External Relationships: 

• Frequently interacts with customers and partner dealers. 

Operating Company:

DEXIS

Envista and its family of companies (Envista) will not accept unsolicited resumes from any source other than directly from a candidate. Envista will consider unsolicited referrals and/or resumes submitted by vendors such as search firms, staffing agencies, professional recruiters, fee-based referral services and recruiting agencies (Agency) to have been referred by the Agency free of charge and Envista will not pay a fee for any placement resulting from the receipt such unsolicited resumes. An Agency must obtain advance written approval from Envista's internal Talent Acquisition or Human Resources team to submit resumes, and then only in conjunction with a valid fully-executed contract approved by the Global Talent Acquisition leader and in response to a specific job opening. Envista will not pay a fee to any Agency that does not have such agreement and written approval in place.