Technical Support Specialist II

Technical Support Specialist

We are looking for an experienced and talented Technical Support Specialist that will be responsible for delivering both customer service and advanced technical support to internal and external stakeholders for Dentsply Sirona's SureSmile Software. Key responsibilities include providing guidance on case planning, software navigation, and related processes via email and telephone.

Given the lean structure of the team, the role requires flexibility and the ability to operate across a broad range of functions. Additionally, as this position supports time zones across the APAC region and operates within a global organization, there is an expectation of availability outside standard business hours.

Responsibilities for Employment

Manages all order- and software-related queries from all SureSmile customers

Responds to calls and/or emails by gathering requested information, creating cases and following or escalate case to resolution

Supports software integrations and exports of STL/DICOM Files

Handles end to end management of multiple projects and customer issues

Records all order- or software-related queries and follow/escalate to resolution

Works as part of a broader customer support team, providing back up and support and sharing responsibility for completion of tasks as required

Collaborates across departments including Customer Support, Shipping, Supply Chain, User Maintenance, Manufacturing, and Digital Lab, Field Support Team

Documents of all pertinent end-user identification information, including name, practice, contact information and nature of problem or issue

Issues escalations, when needed, to appropriate person or department

Communicates regularly with manager and customer to keep interested parties updated and informed about status and ultimate resolution of issue

Processes orders/changes according to the established department policies and procedures

Informs customer of unit pricing, shipment dates, anticipated delays and any additional information including addressing customer billing questions

Tracks orders and deliveries to check overdue dispatches and delivery status

Manages data updates and shipment files to ensure the work trail and delivery rescheduling

Manages return of goods with the shipping and IT department, and ensure correct customs documentation

Monitors open and unconfirmed orders; reviews open physical or digital lab orders, resolving open or unconfirmed orders in the ERP or Manufacturing Web Manager

Tracks inventory for all VPro, Dr and Patient Kit Orders in the ERP system and communicates with the warehouse

Develops and refines processes and procedures to support continuous improvement

Maintains confidentiality of patient information

Adheres to all health and safety procedures and policies to ensure a safe working environment

Complies with company and departmental policies and administrative requirements.

Performs other duties as assigned or as needed

Qualifications

Education: High School Diploma or GED equivalent required; or relevant degree

Years and Type of Experience:

A minimum of 2 years of experience working in a Customer Support and/or Technical Support environment preferred

Dental knowledge and/or experience, preferably in Orthodontics is a plus

Dental certification and/or training a plus

Key Skills, Knowledge & Capabilities

Proficient in Microsoft Office Suite, browser-based software, basic computer hardware

Proficient in Internet and Email Applications

Knowledge of CRM systems

Knowledge of technical support software, such as, AX, SAP & Salesforce and SmartSolve

Ability to manage difficult or emotional customer situations in a timely and professional manner

Ability to educate or coach customers via telephone, in person, or in a classroom setting

Ability to provide technical assistance via TeamViewer for screen sharing and troubleshooting

Ability to handle multiple projects simultaneously with a high degree of professionalism and prioritization

Strong communication, collaboration, analytical and leadership skills

Strong problem assessment, analytical, decision-making, and problem-solving skills

Strong customer service and interpersonal skills, including rapport-building, listening and questioning

Excellent verbal, written and communication skills

Ability to build productive relationships in a global environment

Excellent troubleshooting skills

Strong documentation skills

Multilingual (read, speak, and write) a plus

Availability to work 1st, 2nd, 3rd or variable shift

Key Leadership Behaviors

Actively articulates and promotes Dentsply Sirona's vision, mission and values.

Advocates on behalf of the customer.

Promotes high performance, innovation and continual improvement.

Consistently meets Company standards, ethics and compliance requirements.

Clear and effective communication with stakeholders, which span across multiple levels, socio-geographic areas and functional expertise.

Physical Requirements

Professional Physical Demands: While performing the duties of this job, the employee is frequently required to sit, stand, speak, use hands, reach with hands and arms, see listen and type. May need to lift up to 25 pounds.

Environmental Requirements

Professional Work environment: Work primarily performed in an office environment. The noise level is usually moderate with limited temperature fluctuations. May require travel using different forms of transportation.

Dentsply Sirona is an EEO employer committed to fairness, diversity and respect. As such, Dentsply Sirona will respond to requests for Reasonable Adjustments from applicants with disabilities. We encourage applications from all members of the community, including people from indigenous and culturally diverse backgrounds. All successful applicants must be eligible to work in Australia and New Zealand. We look forward to receiving your application. For more information about Dentsply Sirona, please go to www.dentsplysirona.com. Please note Dentsply Sirona operates a direct sourcing model so please no agency introductions.