Data Support Analyst

Envista Holdings Corporation•Quakertown, PA

About The Position

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. 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 also offer: Competitive Pay and Bonuses. PTO, Sick Time and Paid Holidays. Tuition Reimbursement Competitive leave policies including but not limited to Sick, Jury Duty, Bereavement, Personal, and Parental Leave Medical, Dental, and Vision Insurance Benefits effective DAY ONE!!!! 401K – with exceptional company match starting DAY ONE!!!! Community involvement opportunities & employee appreciation events. Newly renovated, state of the art, climate-controlled facility. Newly built 1200 sq fitness room. Large outdoor patio area with gazebo. Gourmet coffee, beverages, snacks, and lunches are available in our café. Employee Lounge with pool table, shuffleboard and skeet ball for downtime and employee fun! EVC Charges for Electric/Hybrid cars Where are we? Situated on the southern edge of the Lehigh Valley and easily accessible from northern Philadelphia suburbs and the surrounding areas, the Quakertown facility is our North American hub for the design and manufacturing of leading dental imaging devices and software. The facility has a growing, energetic, and diverse mix of professionals spanning engineering, operations, regulatory and quality backgrounds that work collaboratively in the fast-paced medical device field. A friendly and open atmosphere helps to foster strong personal and professional relationships across the organization. Position Summary The primary function of this position is to support and perform complex database services related to DEXIS products, by answering customer questions or resolving issues in a support center environment. Database services include migrations from an existing database to a new one and performing PMS ID renumberings in the existing imaging database. This role mentors other Tech Support team members, handles customer escalations and executes technical projects. Essential Duties and Responsibilities: Troubleshoot basic and advanced software/hardware issues with internal and external customers via phone, email, chat, and remote control/assist software. Answer technical and how-to use inquiries. Document customer interaction notes and complaints in appropriate systems. Own the customer issue to resolution, escalating when appropriate. Provide fast response and maintain a high level of professionalism at all times. Provide escalation case reporting to management. Mentor and support Tech Support team members. Manage escalations based on assigned territory. Build and maintain a knowledge base. Assist with technical projects, such as conversions and renumberings. Assist with other duties or projects as assigned. Timely and successful completion of all corporate compliance courses. Job Requirements: The Database Support Analyst should bring strong communication skills, work well independently, and approach their work with curiosity and enthusiasm. This role requires someone who is comfortable interacting with customers by phone and email and can troubleshoot issues with a customer‑focused mindset. They will support complex technical questions related to our products in a support‑center environment, while also serving as a resource to the team by mentoring others, assisting with escalations, and contributing to technical projects.

Requirements

High school diploma or equivalent
3 – 4 years of experience in troubleshooting computer software/hardware, help desk, or phone support in a technical-related field
One year of experience in supporting the DEXIS product line
Advanced troubleshooting and administration knowledge of Windows operating systems, file structure, permissions, hardware peripherals, databases, and networks
Excellent verbal and written communication skills necessary to troubleshoot equipment by phone with service technicians, as well as solve application problems with the end users
Experience with Microsoft Office
Must be available to work standard departmental support hours
Must be available to work holidays and overtime, as dictated by business needs

Responsibilities

Troubleshoot basic and advanced software/hardware issues with internal and external customers via phone, email, chat, and remote control/assist software.
Answer technical and how-to use inquiries.
Document customer interaction notes and complaints in appropriate systems.
Own the customer issue to resolution, escalating when appropriate.
Provide fast response and maintain a high level of professionalism at all times.
Provide escalation case reporting to management.
Mentor and support Tech Support team members.
Manage escalations based on assigned territory.
Build and maintain a knowledge base.
Assist with technical projects, such as conversions and renumberings.
Assist with other duties or projects as assigned.
Timely and successful completion of all corporate compliance courses.

Benefits

Competitive Pay and Bonuses
PTO, Sick Time and Paid Holidays
Tuition Reimbursement
Competitive leave policies including but not limited to Sick, Jury Duty, Bereavement, Personal, and Parental Leave
Medical, Dental, and Vision Insurance Benefits effective DAY ONE!!!!
401K – with exceptional company match starting DAY ONE!!!!
Community involvement opportunities & employee appreciation events
Newly renovated, state of the art, climate-controlled facility
Newly built 1200 sq fitness room
Large outdoor patio area with gazebo
Gourmet coffee, beverages, snacks, and lunches are available in our café
Employee Lounge with pool table, shuffleboard and skeet ball for downtime and employee fun!
EVC Charges for Electric/Hybrid cars