Technical Support Specialist, Sensei Cloud

About the role

Job Summary & Responsibilities

POSITION SUMMARY:

The Technical Support Specialist is responsible for answering technical support questions, application support and providing clients with technical guidance on the use of computer technology in dental offices. The Technical Support Specialist also applies a general working knowledge of computer software, hardware and troubleshooting skills to resolve a substantial number of client problems independently. Technical Solutions Representatives are a geographic resource that primarily provides technical support to Carestream Dental customers, field personnel, dealers, and 3rd parties. The primary goal is to minimize the impact to our customer by resolving an incident or request as quickly as possible and escalating as necessary to restore customer business operations. The role is a technical generalist able to independently diagnose and resolve issues utilizing knowledge systems and technical resources as required.

KEY/SPECIFIC JOB RESPONSIBILITIES:

Demonstrated skills in problem analysis, customer relations, organizational abilities, telephone etiquette, and in effective working relationships with other service/support groups

Demonstrates the ability to solve common problems and to provide immediate solutions

Excellent verbal and written communication skills and the ability to make decisions independently

Software Product Family positions will require working knowledge of Microsoft Operating Systems

Require demonstrated aptitude for logic and screen human harmony

Follow proper procedures for processing escalations and defects

Provide input for new products, features, product usability and supportability

Suggest proposed solutions to basic issues in knowledge base and for internal/external documentation

Perform proactive calls

Provide expert solutions to complex customer issues in an accurate and timely manner as specified within company standards and guidelines

Escalate issues following the escalations guidelines as needed

Record an entry for every customer contact in the CRM

Document issues and resolutions thoroughly in the CRM

Maintain and increase quality and technical evaluation scoring

Perform data analysis and editing of customer data

Perform call escalation and handle escalated calls following escalation procedure as needed

Provide input for training based on call escalations

Perform collection of data from customer site following HIPAA guidelines where applicable.

Resolve conversion issues

Resolve live-line calls, email, Chat or other methods of contact as needed or directed by supervisor

Provide input for new products, features, product usability and supportability.

Notify management on call escalations as needed

Maintain and increase product knowledge on applicable products/applications via training, documentation and personal research

Submit proposed solutions to complex issues in knowledge base and internal/external documentation

Perform shift work as scheduled

Perform any tasks as directed by his/her supervisor

REQUIRED SKILLS/PREFERRED SKILLS:

Excellent verbal and written communication skills and the ability to make decisions independently

Ability to work independently, manage competing priorities, and adapt in a fast-paced environment

Strong organizational, time management, and multitasking skills

Demonstrates skills in problem analysis, customer relations, organizational abilities, telephone etiquette, and in effective working relationships with other service/support groups

EDUCATION (Required/Preferred):

Required: High School Diploma or equivalent certificate

Preferred: College Degree or equivalent experience

Required: 0-1 year experience in technical service related field

Preferred: one (1) year experience in a technical service-related field and a thorough knowledge of operating systems and MS applications

Total Compensation: $ 45,500 - $47,500 USD annually, which includes a base salary and target variable incentive. Actual compensation will be determined based on factors such as skills, experience, and qualifications.

Posting text as published by Carestream Dental.

The evidence behind this listing

Workplace

Remote Employer field

Seniority

Not established

Employment type

full time

Location as listed

Remote, US

Pay and work authorization

Stated pay

$45.5k–47.5k/yr Employer field

Visa sponsorship

Not stated

Security clearance

Not established

Citizenship

Not established