Support Tech III

***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 required

Qualifications

Must 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 opportunities

• Establish productive working relationships at multiple levels within the organization

Nice to have:

• Bachelors degree preferred.

The posted range for this position is $40000-$45000 which is the expected starting base pay for an employee who is new to the role to fully proficient in the role. Many factors go into determining employee pay within the posted range including prior experience current skills location/labor market internal equity etc.

What you get as a Henry Schein One Employee

• A great place to work with fantastic people.

• A career in the healthcare technology industry with the ability to grow and realize your full potential.

• Competitive compensation.

• Excellent benefits package!Medical Dental and Vision Coverage 401K Plan with Company Match Paid Time Off (PTO) Paid ParentalLeave Short Term Disability Sick Leave (if applicable) Income Protection Work Life Assistance Program Health Savings and Flexible Spending AccountsEducation Benefits Worldwide Scholarship Program Volunteer Opportunities and more.

About Henry Schein One

Henry Schein One is the global leader in dental management analytics communication and marketing software. Our companys products and services work together as one simple solution to provide users with a seamless and integrated experience.

Our company thrives because of our people. We believe in supportive diverse and inclusive workforce inclusive environments professional development opportunities and competitive compensation packages. We value innovation teamwork and encourage work-life balance.

One of many reasons why Henry Schein One (HS1) leads the industry is because of our products services and most importantly our people. In 2022 HS1 was awarded one of the top places to work for in Utah. To learn more click here: 2022 Best Companies To Work For | Henry Schein One

Henry Schein Inc. is an Equal Employment Opportunity Employer and does not discriminate against applicants or employees on the basis of race color religion creed national origin ancestry disability that can be reasonably accommodated without undue hardship sex sexual orientation gender identity age citizenship marital or veteran status or any other legally protected status.

Unfortunately Henry Schein One is not currently hiring individuals residing in Alaska Delaware Hawaii Louisiana Nebraska North DakotaRhode IslandSouth DakotaVermont West Virginia Washington DC orPuerto Rico and other US Territories.