Support Engineer

• JOB OVERVIEW: This position is responsible to answer, resolve, and log incoming customer calls, identify issues, and provide suggestions and long-term resolutions related to the supported software.\n• 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.\n• Manage more complex cases and troubleshoot and resolve issues at a higher level and may support additional products.\n• KEY RESPONSIBILITIES: Answer and process customer calls effectively and efficiently to optimize customer experience: Follow proper troubleshooting steps, ask clarifying questions, and discover underlying causes of concern\n• Provide timely resolution of customer issues\n• Effectively educate customers on product use and assist them in fully utilizing available features to improve office productivity\n• Maintain effective call ownership by ensuring contact with ongoing issues and managing open items\n• Document all customer related conversations, steps and actions taken, and results and resolutions obtained throughout each call\n• May assist with other Tech I assignments as required to ensure quality customer service is being provided\n• Participate in special projects and perform other duties as required\n• SPECIFIC KNOWLEDGE & SKILLS: Must have previous experience as a Henry Schein Practice Solutions Support Technician 1 or equivalent\n• Proficient knowledge of HSPS Dental Software(s) or equivalent.\n• Working knowledge of Microsoft Word and Excel as it relates to the supported software\n• Excellent troubleshooting and problem solving skills\n• Basic knowledge of computer hardware, operating systems, database structure, and networks as it relates to the supported software\n• Ability to prioritize tasks, handle stress, and adapt to change\n• General SKILLS & COMPETENCIES: \n• Strong time management skills and the ability to prioritize work and meet deadlines\n• Very good attention to detail and accuracy\n• Customer service oriented and the ability to work with complex issues\n• Ability to plan and arrange activities\n• Very good interpersonal communication skills\n• Very good written and verbal communication skills\n• Ability to maintain confidential and highly sensitive information\n• Ability to work in a team environment\n• Ability to multi-task\n• Ability to manage conflict\n• Capacity to work effectively under pressure\n• Travel / PHYSICAL DEMANDS: Travel typically less than 10%. Office environment. No special physical demands required.\n• Work EXPERIENCE: Typically 3 or more years of related experience.\n• PREFERRED EDUCATION: Typically High School education, vocational training and/or on-the-job training. Bachelor’s degree preferred.

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