Technical Support Representative

Job Description:

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 response and maintain a high level of professionalism at all times.
• Support multiple products.
• Must consistently deliver results and meet KPI’s, Metrics and Quality standards.
• Perform other duties or special projects as assigned.

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. This position requires working standard departmental support hours, holidays and overtime, as dictated by business needs.

MINIMUM REQUIREMENTS

• High school diploma or equivalent
• Experience in advanced 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 Windows versions and servers
• Experience troubleshooting MS SQL.

PREFERRED REQUIRMENTS 

• IT related education and/or CompTIA A+ certification, CompTIA Net+ certification, MCSA Windows 7 or 10 certification
• Knowledge of dental X-ray software and equipment
• Experience troubleshooting with the MAC Parallel environment
• Basic knowledge of virtual computing concepts
• Basic knowledge of HIPPA
• Must be willing and able to work closely and effectively with other departments, peers, etc.
• Results Oriented
• Must be able to effectively communicate in both written and verbal forms
• Positive Attitude
• The ability to engage customers verbally in a professional manner

Target Market Salary Range:

Actual compensation packages take into account a wide range of factors that are unique to each candidate, including but not limited to geographic location; skill sets; relevant education and certifications; depth of experience; performance; and other business and organizational needs. The disclosed reasonable estimate has not been adjusted for the applicable geographic differential associated with the location at which the position may be filled.  At Envista, it is not typical for an individual to be hired at or near the top of the range for their role and compensation decisions are dependent on the facts and circumstances of each case. The total compensation package for this position may also include an annual performance bonus, medical/dental/vision benefits, 401K match, and/or other applicable compensation plans.

Operating Company:

Envista and all Envista Companies are equal opportunity employers that evaluate qualified applicants without regard to race, color, national origin, religion, sex, age, marital status, disability, veteran status, sexual orientation, gender identity, or other characteristics protected by law. The “EEO is the Law” poster is available at: http://www.dol.gov/ofccp/regs/ compliance/posters/pdf/eeopost.pdf.

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.