Database Support Representative II

Envista Holdings Corporation • Quakertown, PA

5d • Onsite

About The Position

This is an on-site position where 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. DEXIS is the leading manufacturer and distributor of innovative dental imaging equipment, software, and solutions. We offer meaningful work through innovation, diverse opportunities, and career progression. 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.

Requirements

• Minimum requirements High school diploma or equivalent
• 1 – 2 years of experience in troubleshooting computer software/hardware, help desk, or phone support in a technical-related field.
• Advanced troubleshooting and administration knowledge of Windows operating systems, file structure, permissions, hardware peripherals, databases (SQL, Flat-file, PostgresSQL), 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.

Nice To Haves

• Strong communication skills
• Work well independently
• Approach their work with curiosity and enthusiasm
• Comfortable interacting with customers by phone and email
• Troubleshoot issues with a customer‑focused mindset
• Support complex technical questions related to our products in a support‑center environment
• Serving as a resource to the team by mentoring others, assisting with escalations, and contributing to technical projects.

Responsibilities

• Troubleshoot basic and advanced software and hardware issues with internal and external customers through phone, email, chat, and remote control or assistance software.
• Respond to technical and how-to questions regarding software installations, conversion, data migrations and backups.
• Document customer interaction notes and complaints in appropriate systems.
• Own the customer issue to resolution, escalating when appropriate.
• Deliver prompt responses and uphold a high level of professionalism at all times.
• Provide detailed escalation reports to management, including specific incidents, actions taken, and recommended solutions.
• Support other team members by assisting them with troubleshooting, customer inquiries, and technical escalations to ensure efficient resolution of issues and maintain high customer satisfaction.
• Manage escalations that have been assigned to you, including prioritizing, addressing, and resolving each case efficiently to ensure timely resolution.
• 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.
• EVC Charges for Electric/Hybrid cars

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED