Support Technician III

Henry Schein • Melville, NY • 4h ago

What is the Henry Schein ONE Way? Simply put, we care for each other. We treat each other with respect, kindness, gratitude, and awe. We welcome different viewpoints and encourage creativity. Henry Schein ONE believes that everyone has something amazing and unique to contribute, and we wouldn't beGlobal Industry leaders today without all the individual contributions that bring our team together.Our culture strives to provide a place where passion, individuality, autonomy, purpose and diversity succeeds. We strive to let you Schein because when you Schein so do we!If you are still not sold on how great it is to be a Team Schein Member, then perhaps you need to hear about our Henry Schein Cares programs, team engagements, lunches, and extra wellness benefits. Or that our leadership encourages you to maintain a healthy work-life balance. There are so many perks too numerous to list. If you are intrigued, apply now, our Talent Acquisition team is excited to meet you!*\This position is Remote*\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.What you will do- 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- Provide timely resolution of customer issues- Effectively educate customers on product use and assist them in fully utilizing available features to improve office productivity- Maintain effective call ownership by ensuring contact with ongoing issues and managing open items- Document all customer related conversations, steps and actions taken, and results and resolutions obtained throughout each call- Provide support for advanced skillsets and customer issues- Answer questions and providing formal and informal mentorship for fellow TSMs- Complete other Tech III assignments as required to ensure quality customer service is being provided:- Draft and edit knowledgebase articles- Utilize resources and tools as needed to help take over and resolve difficult issues- Create training content and may present trainings on assigned topics- Participate in special projects and perform other duties as requiredQualificationsMust have:- Typically 4 or more years of related experience.- Typically High School education, vocational training and/or on-the-job training.- Must have previous experience as a Henry Schein Practice Solutions Support Technician II 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- Advanced troubleshooting and problem solving skills- Basic knowledge of computer hardware, operating systems, database structure, and networks as it relates to the supported software- Ability to prioritize tasks, handle stress, and adapt to change- Strong time management skills and the ability to prioritize work- 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 manage conflict- Capacity to work effectively under pressure- Analytical thinking- Oversee small projects- Identify and recommend continuous improvement opportunit

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