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Technical Support Specialist III (65257)
Dentsply Sirona is the world’s largest manufacturer of professional dental products and technologies, with a 130-year history of innovation and service to the dental industry and patients worldwide. Dentsply Sirona develops, manufactures, and markets a comprehensive solutions offering including dental and oral health products as well as other consumable medical devices under a strong portfolio of world class brands. Dentsply Sirona’s products provide innovative, high-quality and effective solutions to advance patient care and deliver better and safer dentistry. Dentsply Sirona’s global headquarters is located in Charlotte, North Carolina, USA. The company’s shares are listed in the United States on NASDAQ under the symbol XRAY. This position is located in Richardson, Texas.
Bringing out the best in people
As advanced as dentistry is today, we are dedicated to making it even better. Our people have a passion for innovation and are committed to applying it to improve dental care. We live and breathe high performance, working as one global team, bringing out the best in each other for the benefit of dental patients, and the professionals who serve them. If you want to grow and develop as a part of a team that is shaping an industry, then we’re looking for the best to join us.
Working at Dentsply Sirona you are able to:
- with our commitment to the best professional development.
- as part of a high-performance, empowering culture.
Shape an industry
- with a market leader that continues to drive innovation.
Make a difference
-by helping improve oral health worldwide.
The primary responsibility of this position is to provide professional customer support for all internal and external customers including providing technical assistance related to Dentsply Sirona SureSmile software by supporting customers regarding case planning, software navigation, and processes over email and/or telephone.
Primary responsibilities for this job include, but are not limited to the following:
Answer customer calls/emails
Ability to gather requested information, create cases, and follow/escalate to resolution
Supporting software integrations and exporting of STL/DICOM files
End to end management of multiple projects and customer issues:
Documentation of all pertinent end-user identification information including name, practice, contact information, and nature of problem or issue
Issue escalation, when needed, to appropriate person or department
Regular and timely communication with manager and customer to keep interested parties updated and informed about status and ultimate resolution of issue
Ability to educate or coach customers via telephone, in person, or in a classroom setting
Process customer orders/changes according to established department policies and procedures while informing customer of unit prices, shipping date, anticipated delays and any additional information including addressing customer billing questions
Process product line warranties and product complaints
Regular communication and collaboration with all internal Dentsply Sirona staff including Customer Support team and Field Team
Development and refinement of processes and procedures to support continuous improvement
Knowledge of software including SureSmile, AX and Sugar/SFDC
Maintain confidentiality of patient information
REQUIRED KNOWLEDGE, SKILLS, and ABILITIES
A minimum of 2 years of experience working in Customer Support environment preferred
Dental or Orthodontic knowledge or experience a plus
Ability to manage difficult or emotional customer situations in a timely and professional manner
Extensive computer skills – Microsoft Office, browser-based software, basic computer hardware
Excellent oral, written, and communication skills
Strong customer service and interpersonal skills including rapport-building, listening, and questioning
Excellent trouble shooting skills
Ability to handle multiple projects simultaneously with a high degree of professionalism and prioritization
Strong documentation skills
Knowledge in CRM systems a plus
Multilingual (read, speak and write) a plus
Available for occasional overnight travel
Availability to work 2nd, 3rd or variable shift
High School Diploma, GED or equivalent required
Dental related certifications or training a plus
Dentsply Sirona is an Equal Opportunity/ Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, sexual orientation, disability, or protected Veteran status. We appreciate your interest in Dentsply Sirona.
If you need assistance with completing the online application due to a disability, please send an accommodation request to email@example.com
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