Support Tech IV

Employment Type

: Full-Time

Industry

: Miscellaneous



Henry Schein One delivers connected dental software and services, combined with expert business coaching, to help practices improve every aspect of practice management and grow profits. Our platform for integrated applications lets dental technology connect, share data and automate more tasks, creating a new digital workflow that helps teams work smarter and more efficiently. Our advanced integration improves each stage of the patient experience - from first contact and scheduling, to delivery of treatment and recurring care. Henry Schein One unifies market-leading software, web tools, support, and patient services into the one platform that is a standard for connecting all practice dental technology. JOB SUMMARY This position is responsible to answer, resolve, and log customer calls, identify issues, and provide suggestions and long-term resolutions related to the supported software. Work closely with supervisor to develop and improve customer service skills, develop ability to use provided support tools, learn effective troubleshooting techniques, and increase product knowledge. Manage more complex cases and troubleshoot and resolve issues at a higher level and may support additional products. Provide formal and informal mentorship for fellow TSMs. KEY RESPONSIBILITIES: * Answer and process customer calls effectively and efficiently to optimize customer experience: o Follow proper troubleshooting steps, ask clarifying questions, and discover underlying causes of concern o Provide timely resolution of customer issues o Effectively educate customers on product use and assisting them in fully utilizing available features to improve office productivity o Maintain effective call ownership by ensuring contact with ongoing issues and managing open items o Document all customer related conversations, steps and actions taken, and results and resolutions obtained throughout each call o Provide support for advanced skillsets and customer issues o Answer questions and provide formal and informal mentorship for fellow TSMs o Utilize resources and tools as needed to help take over and resolve difficult issues o Collaborate with Technical Support Engineers for resolution of customer issues o Create training content and may present trainings on assigned topics * Complete other Tech IV assignments as required to ensure quality customer service is being provided: o Spend scheduled time mentoring, answering questions and providing continued education for fellow TSMs o Plan for and assist in leading team meetings o Help prepare and distribute team reports o Assist in driving team incentives and projects o Perform requested team leader duties in the absence of a supervisor * Participate in special projects and perform other duties as required WORK EXPERIENCE: Typically 5 or more years of related experience. PREFERRED EDUCATION: Typically High School education, vocational training and/or on-the-job training. Bachelor's degree preferred. GENERAL SKILLS & COMPETENCIES: * Excellent time management skills and the ability to prioritize work * Ability to set clear team goals, delegate tasks and set deadlines * Very good attention to detail and accuracy * Customer service oriented and ability to work with and resolve complex issues * Ability to plan and arrange activities * Excellent interpersonal communication skills * Excellent written and verbal communication skills * Ability to maintain confidential and highly sensitive information * Ability to work in a team environment * Ability to multi-task * Ability to manage conflict * Capacity to work effectively under pressure * Good analysis and problem solving skills * Oversee multiple and/or complex projects * Identify and recommend continuous improvement opportunities * Establish productive working relationships at multiple levels within the organization SPECIFIC KNOWLEDGE & SKILLS: * Must have previous experience as a Henry Schein Practice Solutions Support Technician III or equivalent * Advanced knowledge of HSPS Dental Software(s) or equivalent * Working knowledge of Microsoft Word and Excel as it relates to the supported software * Excellent troubleshooting and problem solving skills * Intermediate knowledge of computer hardware, operating systems, database structure, and networks as it relates to the supported software * Ability to prioritize, handle stress, and adapt to change FULL-TIME BENEFITS AVAILABLE: * Earn generous PTO (Paid Time Off) * Seven Company Paid holidays * Competitive Medical, Dental, and Vision benefits * 401K with competitive company match * Flexible Spending Account (FSA) * Life Insurance, Short and Long Term Disability, AD&D 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. For more information about career opportunities at Henry Schein, please visit our website at: www.henryschein.com/careers. PWDNET CC: 010099990000.2815.0767

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