Technical Support Specialist Job at Henry Schein
This position is responsible to answer, resolve, and log incoming customer calls, identify issues, and provide suggestions and long-term resolutions related to the supported software and scanner hardware integration. Work closely with supervisor to develop and improve customer service skills, develop ability to use provided support tools, learn effective troubleshooting techniques, and increase product knowledge. Manage more complex cases and troubleshoot and resolve issues at a higher level and may support additional products. Will be point of contact for technical escalation for end point related issues including, hardware, scanners, Windows OS, Mac OS, Microsoft applications, enterprise applications, network connectivity, and all other approved software. Participates in projects such as software or hardware upgrades, and large scale move/add/changes.
KEY RESPONSIBILITIES:
- Answer and process customer calls effectively and efficiently to optimize customer experience:
- Follow proper troubleshooting steps, ask clarifying questions, and discover underlying causes of concern
- Provide timely resolution of customer issues
- Effectively educate customers on product use and assist them in fully utilizing available features to improve office productivity
- Maintain effective call ownership by ensuring contact with ongoing issues and managing open items
- Document all customer related conversations, steps and actions taken, and results and resolutions obtained throughout each call
- Utilize remote desktop connection software as needed to assist customers.
- Record issue information in work order tracking system and updates tickets with appropriate entries of activities, and closes tickets with resolution entered upon completion
- Escalate complex and/or high priority problems to the appropriate groups for resolution
- Participate in special projects and perform other duties as required
SPECIFIC KNOWLEDGE & SKILLS:
- Must have previous experience as a Support Technician or equivalent in the healthcare industry
- Familiar with healthcare regulations and HIPAA compliance
- Proficient knowledge of Dental Practice Mgmt. software or equivalent.
- Proficient knowledge of Scanners
- Working knowledge of Microsoft Word and Excel as it relates to the supported software
- Excellent troubleshooting and problem solving skills
- Basic knowledge of troubleshooting ticketing systems, such as JIRA or equivalent
- Intermediate knowledge of computer hardware, operating systems, database structure, and networks as it relates to the supported software
- Ability to prioritize tasks, handle stress, and adapt to change
GENERAL SKILLS & COMPETENCIES:
- Strong time management skills and the ability to prioritize work
- Very good attention to detail and accuracy
- Customer service oriented and ability to work with and resolve complex issues
- Ability to plan and arrange activities
- Excellent interpersonal communication skills
- Excellent written and verbal communication skills
- Ability to maintain confidential and highly sensitive information
- Ability to work in a team environment
- Ability to multi-task
- Ability to manage conflict
- Capacity to work effectively under pressure
- Analytical thinking
- Oversee small projects
- Identify and recommend continuous improvement opportunities
- Establish productive working relationships at multiple levels within the organization
MINIMUM WORK EXPERIENCE:
Typically 4 or more years of related experience.
PREFERRED EDUCATION:
Typically High School education, vocational training and/or on-the-job training. Bachelor’s degree preferred.
TRAVEL / PHYSICAL DEMANDS:
Travel typically less than 10%. Office environment. No special physical demands required.
The posted range for this position is $38,880 - $68,040 which is the expected starting base salary range for an employee who is new to the role to fully proficient in the role Many factors go into determining employee pay within the posted range including education, prior experience, training, current skills, certifications, location/labor market, internal equity, etc.
Henry Schein, Inc. is an Equal Employment Opportunity Employer and does not discriminate against applicants or employees on the basis of race, color, religion, creed, national origin, ancestry, disability that can be reasonably accommodated without undue hardship, sex, sexual orientation, gender identity, age, citizenship, marital or veteran status, or any other legally protected status.
For more information about career opportunities at Henry Schein, please visit our website at: www.henryschein.com/careers
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