Henry Schein
Summary
This position is responsible for answering, resolving, and logging customer calls, identifying issues, and providing suggestions and long-term resolutions related to the supported software. Work closely with the supervisor to develop and improve customer service skills, utilize support tools effectively, learn troubleshooting techniques, and increase product knowledge. Manage more complex cases, troubleshoot, and resolve issues at a higher level, and support additional products.
What you will do
Answer and process customer calls effectively to optimize customer experience.
Follow troubleshooting steps, ask clarifying questions, and identify underlying causes of issues.
Provide support and timely resolution of customer issues.
Educate customers on product use to help them utilize features and improve productivity.
Maintain effective call ownership by following up on ongoing issues and managing open items.
Document all customer interactions, steps taken, and resolutions.
Use resources and tools to resolve difficult issues.
Collaborate with Technical Support Engineers to resolve issues.
Create and present training content as needed.
Mentor team members informally and formally.
Lead team meetings and prepare/distribute reports.
Drive team incentives and projects.
Perform team leader duties in the supervisor's absence.
Participate in special projects and perform other duties as needed.
Qualifications
Required:
High School diploma, vocational training, or on-the-job training.
Five or more years of related experience.
Previous experience as a Henry Schein Practice Solutions support technician III or equivalent.
Advanced knowledge of Henry Schein One Dental Software(s) or equivalent.
Working knowledge of Microsoft Word and Excel related to supported software.
Strong troubleshooting and problem-solving skills.
Intermediate knowledge of computer hardware, operating systems, database structures, and networks.
Ability to prioritize, handle stress, and adapt to change.
Nice to have:
Bachelor's Degree.
The posted salary range is $46,080.00 - $58,000, reflecting the expected starting salary for new employees. Factors influencing pay include experience, skills, location, and internal policies.
What you get as a Henry Schein One Employee
A supportive workplace with great colleagues.
Opportunities for growth in the healthcare technology industry.
Competitive pay and benefits including health coverage, 401K, PTO, parental leave, disability, wellness programs, and educational benefits.
About Henry Schein One
Henry Schein One leads in dental management, analytics, communication, and marketing software, offering seamless, integrated solutions. We value our people, diversity, innovation, teamwork, and work-life balance. Recognized as a top workplace in Utah in 2022.
We are an Equal Employment Opportunity Employer. Note: We cannot hire individuals residing in certain US territories at this time.
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This position is responsible for answering, resolving, and logging customer calls, identifying issues, and providing suggestions and long-term resolutions related to the supported software. Work closely with the supervisor to develop and improve customer service skills, utilize support tools effectively, learn troubleshooting techniques, and increase product knowledge. Manage more complex cases, troubleshoot, and resolve issues at a higher level, and support additional products.
What you will do
Answer and process customer calls effectively to optimize customer experience.
Follow troubleshooting steps, ask clarifying questions, and identify underlying causes of issues.
Provide support and timely resolution of customer issues.
Educate customers on product use to help them utilize features and improve productivity.
Maintain effective call ownership by following up on ongoing issues and managing open items.
Document all customer interactions, steps taken, and resolutions.
Use resources and tools to resolve difficult issues.
Collaborate with Technical Support Engineers to resolve issues.
Create and present training content as needed.
Mentor team members informally and formally.
Lead team meetings and prepare/distribute reports.
Drive team incentives and projects.
Perform team leader duties in the supervisor's absence.
Participate in special projects and perform other duties as needed.
Qualifications
Required:
High School diploma, vocational training, or on-the-job training.
Five or more years of related experience.
Previous experience as a Henry Schein Practice Solutions support technician III or equivalent.
Advanced knowledge of Henry Schein One Dental Software(s) or equivalent.
Working knowledge of Microsoft Word and Excel related to supported software.
Strong troubleshooting and problem-solving skills.
Intermediate knowledge of computer hardware, operating systems, database structures, and networks.
Ability to prioritize, handle stress, and adapt to change.
Nice to have:
Bachelor's Degree.
The posted salary range is $46,080.00 - $58,000, reflecting the expected starting salary for new employees. Factors influencing pay include experience, skills, location, and internal policies.
What you get as a Henry Schein One Employee
A supportive workplace with great colleagues.
Opportunities for growth in the healthcare technology industry.
Competitive pay and benefits including health coverage, 401K, PTO, parental leave, disability, wellness programs, and educational benefits.
About Henry Schein One
Henry Schein One leads in dental management, analytics, communication, and marketing software, offering seamless, integrated solutions. We value our people, diversity, innovation, teamwork, and work-life balance. Recognized as a top workplace in Utah in 2022.
We are an Equal Employment Opportunity Employer. Note: We cannot hire individuals residing in certain US territories at this time.
#J-18808-Ljbffr