Technical Support Specialist
About The Position
The Technical Support Specialist answers technical support questions, provides application support, and gives clients technical guidance on using computer technology in dental offices. The role applies general knowledge of computer software and hardware, along with troubleshooting skills, to resolve many client problems independently. As a geographic technical resource, the specialist primarily supports Carestream Dental customers, field personnel, dealers, and third parties. The goal is to minimize customer impact by resolving incidents or requests quickly, escalating when necessary, and restoring customer business operations. This technical generalist independently diagnoses and resolves issues using knowledge systems and other technical resources. The position resolves customer issues through live-line calls, email, chat, and other contact methods; documents customer contacts and resolutions in the CRM; follows escalation and defect procedures; and contributes to product, documentation, and training improvements. The specialist maintains product knowledge, performs scheduled shift work, and carries out other tasks assigned by the supervisor.
Requirements
- High school diploma or equivalent certificate.
- 0–1 year of experience in a technical service-related field.
- Excellent verbal and written communication skills and the ability to make decisions independently.
- Ability to work independently, manage competing priorities, and adapt in a fast-paced environment.
- Strong organizational, time-management, and multitasking skills.
- Skills in problem analysis, customer relations, telephone etiquette, organization, and effective working relationships with other service and support groups.
Nice To Haves
- College degree or equivalent experience.
- One year of experience in a technical service-related field and thorough knowledge of operating systems and Microsoft applications.
- Working knowledge of Microsoft operating systems for Software Product Family positions.
Responsibilities
- Answer technical support questions, provide application support, and guide clients in using computer technology in dental offices.
- Independently diagnose and resolve customer problems using technical knowledge systems and resources.
- Analyze problems and provide immediate solutions to common issues.
- Follow procedures for processing escalations and defects; escalate issues and notify management as needed.
- Provide expert solutions to complex customer issues accurately and promptly in accordance with company standards and guidelines.
- Record every customer contact in the CRM and thoroughly document issues and resolutions.
- Maintain and improve quality and technical evaluation scores.
- Perform data analysis and editing of customer data, resolve conversion issues, and collect data from customer sites in accordance with HIPAA guidelines where applicable.
- Resolve live-line calls, email, chat, and other customer contacts as needed or directed.
- Perform proactive calls and handle escalated calls according to procedure.
- Suggest solutions to basic and complex issues for knowledge bases and internal or external documentation.
- Provide input on new products, features, product usability, supportability, and training based on call escalations.
- Maintain and increase product knowledge through training, documentation, and personal research.
- Perform scheduled shift work and other tasks assigned by the supervisor.
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
