Support Services Specialist

hace 4 días


San Francisco, Heredia, Costa Rica Straumann Group A tiempo completo

Company Overview

Straumann Group is a global leader in the field of esthetic dentistry, offering a comprehensive range of products and services for dental implantology, clear aligners, and CAD/CAM prosthetics. Our mission is to empower our employees to make an impact and drive change.

Job Description

We are seeking a highly skilled Technical Support Representative to join our team. As a key member of our customer support team, you will be responsible for providing exceptional technical support to our customers, troubleshooting issues, and developing solutions for future internal use.

Key Responsibilities

  • Triage and monitor all interactions using tickets in the SAP Service Cloud ticketing system.
  • Troubleshoot technical problems and develop (document) solutions for future internal use.
  • Answer and solve technical issues remotely using tools such as TeamViewer and TeamViewer Pilot.
  • Work with our 3rd party vendors' technical support teams to resolve customer issues in an effective and timely manner.
  • Monitor SAP ServiceCloud tickets to ensure acceptable resolution times and proper escalation urgency.
  • Provide Straumann customers with an excellent customer experience as monitored by NPS, CES, and/or customer satisfaction surveys.
  • Work closely with, and develop positive working relationships with stakeholder teams, as well as vendors, to maintain collaborative and thriving relationships.
  • Submit complete, accurate, and timely product complaints to our internal Regulatory Department in accordance with internal policies.
  • Deliver an acceptable call to resolution ratio in a timeframe relative to team metrics.
  • Document processes and solutions and build up Straumann technical support knowledge base, contribute topics that need an SME to document.

Requirements

  • Familiarity with SAP Service Cloud and TeamViewer.
  • Excellent analytical and problem-solving skills.
  • Ability to work effectively in a fast-paced environment.
  • Strong communication and interpersonal skills.
  • Bachelor's degree in a related field or equivalent experience.

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