Technical Support Specialist

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 shift work as scheduled
• 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 USD annually, which includes a base salary and target variable incentive. Actual compensation will be determined based on factors such as skills, experience, and qualifications.