Technical Support Specialist

hace 4 semanas

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

**Technical Support Role**

We are seeking a skilled Technical Support Representative to join our team at Straumann Group. As a key member of our support team, you will be responsible for providing exceptional customer service and technical support to our customers.

**Key Responsibilities:**

  • Enter, triage, and monitor all interactions using tickets in the SAP Service Cloud ticketing system.
  • Troubleshoot technical problems and develop 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.
  • Exemplify Straumann Groups Core Behaviors and Cultural Values every day and empower team members to do the same.
  • Travel less than 5% both domestically and internationally.
  • Other duties as assigned.

**Requirements:**

  • Fluent in English
  • Associate degree in dental laboratory technology, dental hygiene, or related technical discipline, OR High School Diploma 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 dental (implants, abutments, crowns, bridges, or other prosthetic devices) and/or digital dental equipment (Scanners, 3D Printers, Mills) experience.
  • Possesses a pro-active mindset, acts with a sense of urgency, and is solutions oriented.
  • Analytical with structured thinking and excellent verbal and written communication skills.
  • Strong deductive reasoning abilities.
  • Ability to think outside the box while remaining within regulatory guidelines.
  • Comfortable in a rapid-paced environment.
  • Customer oriented mind set and enjoy working cross-functionally with other departments.
  • Ability to speak with and deal with a wide variety of customers and positively provide solutions.
  • Demonstrated ability to work in a team environment and collaborate well with others.
  • Be agile and display the ability to deal with change while building trust and engagement with others.

**Employment Type**:Full Time

**Alternative Locations**:Costa Rica : Heredia

**Travel Percentage**:0 - 10%

**Requisition ID**:10282

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