This position is responsible for, but not limited to, the following:
Answer customer calls and emails professionally, accurately, and in a timely manner, in English.
Enter, triage, and monitor all interactions using tickets in the SAP Service Cloud ticketing system.
Troubleshoot technical problems; develop (document) solutions for future internal use.
Answer and solve technical issues remotely using tools such as TeamViewer and TeamViewer Pilot.
Work with our 3rd party vendors’ (3Shape, Amann Girrbach, RapidShape, etc.) technical support teams to resolve customer issues in an effective and timely manner.
Monitor SAP ServiceCloud tickets to ensure acceptable resolution times and proper escalation urgency.
Provide Straumann customers with an excellent customer experience as monitored by NPS, CES, and/or customer satisfaction surveys.
Work closely with, and develop positive working relationships with stakeholder teams, as well as vendors, to maintain collaborative and thriving relationships.
Submit complete, accurate, and timely product complaints to our internal Regulatory Department in accordance with internal policies.
Deliver an acceptable call to resolution ratio in a timeframe relative to team metrics.
Document processes and solutions and build up Straumann technical support knowledge base, contribute topics that need an SME to document.
Travel less than 5% both domestically and internationally.
Other duties as assigned.
Physical Attributes:
May sit for extended periods of time.
Utilize dexterity abilities to perform typing, operate a computer and other office equipment, to perform filing, and related job responsibilities and attention to detail competence.
Spend significant time reading both on paper and on a computer.
Work Environment:
General office environment.
Noise level in the work environment is usually quiet to moderate.
Minimum Qualifications:
Fluent in English
Associate degree in dental laboratory technology, dental hygiene, or related technical discipline, OR High School Diploma or equivalent with 1+ years of experience in a technical role and 2+ years of experience in technical hardware or software support.
1+ years of experience in a call center or customer experience management environment.
Preferred Qualifications:
Dental industry background or experience.
Previous dental (implants, abutments, crowns, bridges, or other prosthetic devices) and/or digital dental equipment (Scanners, 3D Printers, Mills) experience.
Possesses a pro-active mindset, acts with a sense of urgency, and is solutions oriented.
Analytical with structured thinking and excellent verbal and written communication skills.
Strong deductive reasoning abilities. Ability to think outside the box while remaining within regulatory guidelines.
Comfortable in a rapid-paced environment.
Customer oriented mind set and enjoy working cross-functionally with other departments.
Ability to speak with and deal with a wide variety of customers and positively provide solutions.
Demonstrated ability to work in a team environment and collaborate well with others.
Be agile and display the ability to deal with change while building trust and engagement with others.
