Database Support Representative

Envista Holdings Corporation•Quakertown, PA

10d•$28 - $34

About The Position

The main responsibility of this position is to support and execute database services for DEXIS software. Database services include converting older imaging databases and third-party data to newer DEXIS imaging software, database merges, and performing PMS ID renumberings in the current imaging database. This role also manages customer escalations, carries out technical projects, and mentors other Tech Support team members on supporting imaging databases.

Requirements

Excellent verbal and written communication skills
Self-starter, self-sufficient, independent thinker, and enthusiastic
Strong interpersonal phone and email skills
Customer-focused while resolving and troubleshooting customer issues
Able to support and perform complex technical duties related to DEXIS products, by answering customer questions or resolving issues in a support center environment
Mentors other Tech Support team members, handles customer escalations and executes technical projects
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

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.