Technical Support Specialist

About the Role

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 role is a technical generalist able to independently diagnose and resolve issues utilizing knowledge systems and technical resources. The primary goal is to minimize the impact to customers by resolving incidents or requests quickly and escalating as necessary to restore customer business operations.

Key Responsibilities

• Provide technical support to Carestream Dental customers, field personnel, dealers, and 3rd parties.
• Apply a general working knowledge of computer software, hardware, and troubleshooting skills to resolve client problems independently.
• Solve common problems and provide immediate solutions.
• 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 the knowledge base and for internal/external documentation.
• Perform proactive calls.
• Provide expert solutions to complex customer issues accurately and timely.
• Escalate issues following escalation guidelines.
• 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.
• Handle escalated calls following escalation procedures.
• Provide input for training based on call escalations.
• Perform collection of data from customer sites following HIPAA guidelines where applicable.
• Resolve conversion issues.
• Resolve issues via live calls, email, Chat, or other methods.
• Notify management on call escalations.
• Maintain and increase product knowledge on applicable products/applications via training, documentation, and personal research.
• Submit proposed solutions to complex issues in the knowledge base and internal/external documentation.
• Perform shift work as scheduled.

Requirements & Tech Stack

• Demonstrated skills in problem analysis, customer relations, organizational abilities, telephone etiquette, and effective working relationships with other service/support groups.
• Excellent verbal and written communication skills.
• Ability to make decisions independently.
• Working knowledge of Microsoft Operating Systems.
• Demonstrated aptitude for logic and screen human harmony.
• Ability to work independently, manage competing priorities, and adapt in a fast-paced environment.
• Strong organizational, time management, and multitasking skills.

Qualifications

• Required: High School Diploma or equivalent certificate.
• Required: 0-1 year experience in a technical service-related field.
• Preferred: College Degree or equivalent experience.
• Preferred: One (1) year experience in a technical service-related field and a thorough knowledge of operating systems and MS applications.