Technical Support Representative

hace 1 semana


Heredia, Costa Rica Straumann Group A tiempo completo

Position Summary

:
This position provides technical customer support to Straumann customers, both external and internal, using Straumann Groups’ products and services, including Digital/Lab or Surgical/Clinical product lines. This is a call center position in a busy and complex dental healthcare market, supporting customers live via phone, email, and chat.


Job Responsibilities:
This position is responsible for, but not limited to, the following

Answer customer calls and emails professionally, accurately, and in a timely manner, in English. Enter, triage, and monitor all interactions using tickets in the SAP Service Cloud ticketing system. Troubleshoot technical problems; 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’ (3Shape, Amann Girrbach, RapidShape, etc.) 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.

Physical Attributes:

May sit for extended periods of time. Utilize dexterity abilities to perform typing, operate a computer and other office equipment, to perform filing, and related job responsibilities and attention to detail competence. Spend significant time reading both on paper and on a computer.


Minimum Qualifications:

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.
 

#CustomerEnablers


 All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or disability.

Employment Type:  Full Time 

Alternative Locations:  Costa Rica : Heredia 

Travel Percentage:  0% 

Requisition ID: 14263


Equal Opportunity and Affirmative Action Employer (US applicants only)
Straumann Group is an equal opportunity employer and will not discriminate against any employee or applicant for employment on the basis of race, color, sex, sexual orientation, gender identity, religion, creed, national origin, age, veteran status, or disability unrelated to job requirements. Straumann Group will take affirmative action to ensure that qualified applicants are employed and that employees are treated without regard to their race, age, color, religion, sex, sexual orientation, gender identity, national origin, veteran and disability status. In compliance with U.S. Department of Labor Executive Order 11246, Section 503 of the Rehabilitation Act, and Section 4212 of the Vietnam Era Readjustment Assistance Act, Straumann Group has developed and maintains an affirmative action program and plan.

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