Dental Technical Support Specialist
hace 2 meses
About Us
The Straumann Group is a leading developer and supplier of dental implants, clear aligners, instruments, CADCAM prosthetics, and biomaterials for esthetic dentistry, tooth replacement, and restoration solutions.
We empower our employees to perform, make an impact, question the status quo, drive change, and stay ahead of the competition. Our innovative approach is based on evidence, and we deliver exceptional results.
Key Responsibilities:
- Enter, triage, and monitor customer interactions using SAP Service Cloud ticketing system.
- Troubleshoot technical problems and develop solutions for future internal use.
- Provide technical support remotely using TeamViewer and TeamViewer Pilot.
- Work with vendors' technical support teams to resolve customer issues efficiently.
- Monitor SAP ServiceCloud tickets for timely resolutions and proper escalation.
- D Deliver excellent customer experience as measured by NPS, CES, and customer satisfaction surveys.
- Develop positive relationships with stakeholder teams and vendors for collaborative success.
- Submit product complaints to our internal Regulatory Department accurately and on time.
- Achieve acceptable call to resolution ratio within team metrics.
- Document processes and solutions, and contribute to the Straumann technical support knowledge base.
Requirements:
- Associate degree in dental laboratory technology, dental hygiene, or related technical discipline, or equivalent with 1+ years of experience in a technical role and 2+ years of experience in technical hardware or software support.
- 1+ years of experience in a call center or customer experience management environment.
Preferred Qualifications:
- Dental industry background or experience.
- Previous experience in dental (implants, abutments, crowns, bridges, or other prosthetic devices) and/or digital dental equipment (Scanners, 3D Printers, Mills).
- Analytical thinking, excellent communication skills, and ability to think outside the box while remaining within regulatory guidelines.
Employment Details:
This is a full-time position in Costa Rica : Heredia with less than 5% travel. The estimated salary for this role is around $40,000 - $60,000 per year, depending on qualifications and experience.
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