Henry Schein

Support Technician ll

Henry Schein

full-time

Posted on:

Origin:  • 🇺🇸 United States • Utah

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Job Level

Mid-LevelSenior

About the role

  • 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.

Requirements

  • 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
  • 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