Job Description:

Description

JOB OVERVIEW:

This position is responsible to answer, resolve, and log incoming customer calls, identify issues, and provide suggestions and long-term resolutions related to the supported software and scanner hardware integration. Work closely with supervisor to develop and improve customer service skills, develop ability to use provided support tools, learn effective troubleshooting techniques, and increase product knowledge. Manage more complex cases and troubleshoot and resolve issues at a higher level and may support additional products. Will be point of contact for technical escalation for end point related issues including, hardware, scanners, Windows OS, Mac OS, Microsoft applications, enterprise applications, network connectivity, and all other approved software. Participates in projects such as software or hardware upgrades, and large scale move/add/changes.

KEY RESPONSIBILITIES:

• Provides guidance and implements the design and development of information technology.


• Tasks are diverse and require judgment guided by outcomes, principles, and standards.


• Sets objectives for own work and uses discretion to make decisions within delegated authority.


• Interprets situations and proactively solves and recognizes problems.


• Modifies procedures to effectively solve problems.


• Independently handles problems with larger scope that often requires investigation.


• Monitors outcomes and deadlines.


• Answer and process customer calls effectively and efficiently to optimize customer experience:


• Follow proper troubleshooting steps, ask clarifying questions, and discover underlying causes of concern


• Provide timely resolution of customer issues


• Effectively educate customers on product use and assist them in fully utilizing available features to improve office productivity


• Maintain effective call ownership by ensuring contact with ongoing issues and managing open items


• Utilize remote desktop connection software as needed to assist customers.


• Record issue information in work order tracking system and updates tickets with appropriate entries of activities, and closes tickets with resolution entered upon completion


• Escalate complex and/or high priority problems to the appropriate groups for resolution


• Participate in special projects and perform other duties as required

SKILL:

Exceptional understanding of the job and ability to apply knowledge and skills to complete a wide range of complex tasks. Complete tasks in creative and effective ways. Complete assignments and facilitate the work activities of others; may coordinate work beyond own area. Apply acquired knowledge of procedures and external regulations. May provide back-up process support for the Supervisor.

COMPLEXITY:

Consistently work on complex and unique assignments requiring independent action and a high degree of initiative to resolve issues. Make recommendations for new procedures. Analyze more complex technical or non-technical problems and suggest solutions where precedent may not exist.

SUPERVISION:

Work under minimal supervision and may act independently to determine methods and procedures on new assignments. Often act as a facilitator and team leader and may provide informal feedback. Provide training as needed.

MINIMUM WORK EXPERIENCE:

Typically 5 or more years of related experience.

PREFERRED EDUCATION:

Typically High School education, vocational training and/or on-the-job training. Bachelor's degree preferred.

GENERAL SKILLS & COMPETENCIES:

• Excellent time management skills and the ability to prioritize work


• Ability to set clear team goals, delegate tasks and set deadlines


• Very good attention to detail and accuracy


• Customer service oriented and ability to work with and resolve complex issues


• Ability to plan and arrange activities


• Excellent interpersonal communication skills


• Excellent written and verbal communication skills


• Ability to maintain confidential and highly sensitive information


• Ability to work in a team environment


• Ability to multi-task


• Ability to manage conflict


• Capacity to work effectively under pressure


• Good analysis and problem solving skills


• Oversee multiple and/or complex projects


• Identify and recommend continuous improvement opportunities


• Establish productive working relationships at multiple levels within the organization

SPECIFIC KNOWLEDGE & SKILLS:

• Must have previous experience as a Support Technician or equivalent in the healthcare industry


• Familiar with healthcare regulations and HIPAA compliance


• Proficient knowledge of Dental Practice Mgmt. software or equivalent.


• Proficient knowledge of Scanners


• Working knowledge of Microsoft Word and Excel as it relates to the supported software


• Excellent troubleshooting and problem solving skills


• Basic knowledge of troubleshooting ticketing systems, such as JIRA or equivalent


• Intermediate knowledge of computer hardware, operating systems, database structure, and networks as it relates to the supported software


• Ability to prioritize tasks, handle stress, and adapt to change

Qualifications

PERFORMANCE REQUIREMENTS:

Typically, to advance to a new job level, TSMs must demonstrate professional behavior and should consistently be at the high-end of meets expectations or consistently exceed expectations.

TRAVEL / PHYSICAL DEMANDS:

Travel typically less than 10%. Office environment. No special physical demands required.

Henry Schein, Inc. is an Equal Employment Opportunity Employer and does not discriminate against applicants or employees on the basis of race, color, religion, creed, national origin, ancestry, disability that can be reasonably accommodated without undue hardship, sex, sexual orientation, gender identity, age, citizenship, marital or veteran status, or any other legally protected status.

Primary Location

: USA-CA-California Area Apply Now