Technical Support Specialist
JOB
Summary:
Custom Automated Prosthetics(CAP), a Henry Schein company, is seeking a Technical Support Specialist. Youwill be the initial point of contact for our clients in resolving technical,application and hardware related issues for our CAD/CAM equipment and softwaresolutions. Our mission is to quickly assess and resolve end-user questionswhile delivering world-class customer support.
This is a full-time position, 8:30am -5:00pm, Monday - Friday. Some travel andovertime may be required.
ESSENTIAL RESPONSIBILITIES& ACCOUNTABILITIES:
Responsibilitiesinclude assisting customers via phone, email, and TeamViewer with theirscanner, software and milling machine issues, as they arise.Specifically:
Provides technical support to customers by resolving technical calls on milling units, basic software issues, and generalized milling machine and scanning errors.
Close 50 tickets and gain 10 assists per week, on average, using the Support Zendesk SOP process.
Sustains over 80% phone availability to decrease response times, typically answering 20-30 calls per day inbound.
Maintains ticket SLA's for 30 minute first response, daily follow up responses (caries based on Priority) on unsolved tickets.
Helps to maintain at least a Maintain 98% customer satisfaction scores via Zendesk surveys by consistently displaying professionalism and technical expertise to clients.
Develops a Subject Matter Expert (SME) interest in 1 or more corporate products.
Gathers the required information necessary to best handle customer software and technical inquiries.
Other duties as assigned.
Inaddition to the essential duties and responsibilities listed above, allpositions are also responsible for:
Meeting company standards pertaining to quantity and quality of work performed on an ongoing basis, performing all work related tasks in a manner that is in compliance with all Company policies and procedures including WorldWide Business Standards.
Adhering to Company policies, procedures, and directives regarding standards of workplace behavior in completing job duties and assignments.
EXPERIENCE
Must have 1 year(s) of relevant work experience in the technical support field.
Must have 1 year(s) of relevant work experience in the customer service field.
Should have a High School Diploma or equivalent.
COMPETENCIES
Must demonstrate a positive, team first attitude.
Must always conduct oneself in a professional manner and remain calm and collected under pressure.
Demonstrate the ability to communicate at a high-level, both written and verbal.
Must have an excellent ability to concisely articulate software-related problems and technical concepts to a varying customer base.
Must have a results-oriented work ethic.
Must have ability to multi-task in a fast-paced environment
Must have ability to empathize with customers and convey confidence.
Must be proficient in core functionality of software and hardware.
Must have a firm understanding of Internet connectivity and networking.
Must be able to adequately research and identify issues requiring escalation.
Must have a strong work ethic and must strive for excellence.
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.
. Apply now!Estimated Salary: $20 to $28 per hour based on qualifications.
Summary:
Custom Automated Prosthetics(CAP), a Henry Schein company, is seeking a Technical Support Specialist. Youwill be the initial point of contact for our clients in resolving technical,application and hardware related issues for our CAD/CAM equipment and softwaresolutions. Our mission is to quickly assess and resolve end-user questionswhile delivering world-class customer support.
This is a full-time position, 8:30am -5:00pm, Monday - Friday. Some travel andovertime may be required.
ESSENTIAL RESPONSIBILITIES& ACCOUNTABILITIES:
Responsibilitiesinclude assisting customers via phone, email, and TeamViewer with theirscanner, software and milling machine issues, as they arise.Specifically:
Provides technical support to customers by resolving technical calls on milling units, basic software issues, and generalized milling machine and scanning errors.
Close 50 tickets and gain 10 assists per week, on average, using the Support Zendesk SOP process.
Sustains over 80% phone availability to decrease response times, typically answering 20-30 calls per day inbound.
Maintains ticket SLA's for 30 minute first response, daily follow up responses (caries based on Priority) on unsolved tickets.
Helps to maintain at least a Maintain 98% customer satisfaction scores via Zendesk surveys by consistently displaying professionalism and technical expertise to clients.
Develops a Subject Matter Expert (SME) interest in 1 or more corporate products.
Gathers the required information necessary to best handle customer software and technical inquiries.
Other duties as assigned.
Inaddition to the essential duties and responsibilities listed above, allpositions are also responsible for:
Meeting company standards pertaining to quantity and quality of work performed on an ongoing basis, performing all work related tasks in a manner that is in compliance with all Company policies and procedures including WorldWide Business Standards.
Adhering to Company policies, procedures, and directives regarding standards of workplace behavior in completing job duties and assignments.
EXPERIENCE
Must have 1 year(s) of relevant work experience in the technical support field.
Must have 1 year(s) of relevant work experience in the customer service field.
Should have a High School Diploma or equivalent.
COMPETENCIES
Must demonstrate a positive, team first attitude.
Must always conduct oneself in a professional manner and remain calm and collected under pressure.
Demonstrate the ability to communicate at a high-level, both written and verbal.
Must have an excellent ability to concisely articulate software-related problems and technical concepts to a varying customer base.
Must have a results-oriented work ethic.
Must have ability to multi-task in a fast-paced environment
Must have ability to empathize with customers and convey confidence.
Must be proficient in core functionality of software and hardware.
Must have a firm understanding of Internet connectivity and networking.
Must be able to adequately research and identify issues requiring escalation.
Must have a strong work ethic and must strive for excellence.
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.
. Apply now!Estimated Salary: $20 to $28 per hour based on qualifications.
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