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Digital Support/Sales Specialist

Company: BioTec Dental Laboratory
Location: Tustin
Posted on: May 9, 2022

Job Description:

Job DescriptionSalary: Responsibilities: • Provides customer ordering processing support which may include researching, troubleshooting, analyzing, and resolving customer technical support issues. • Provides system configuration and implementation of CAD and CAM computers purchased through BioTec Dental Laboratory sales department.• Supports Helpdesk and external customers in resolving problems related to Medit & 3Shape. • Serves as escalation point for complex issues that cannot be resolved by our Customer Service Representatives. • Interfaces with developers and project teams to resolve complex application issues. • Utilizes SQL Server Management Studio to perform backups and restore databases; writes scripts and interprets database error messages. • Acts as a Subject Matter Expert (SME) on external integration systems relevant to Customer Technical Support such as My Accounts, Medit, and Digital Order Processing. • Assists less experienced team members and Helpdesk Analysts in supporting areas advanced expertise. • Assists Project Management team in testing, reviewing, and implementing new product enhancements. • Works with Project Management team in providing technical information, testing, and evaluation of bugs and enhancements. • Answers Customer Support line during identified shift ensuring calls are answered within targeted service level timeframes. • Monitors Customer Support Help Inbox for emails and identifies, documents, and responds to requests immediately upon receipt. • Contacts customers with updates via phone and email on status and problem resolution. • Communicates with external customers' IT departments to resolve problems when necessary. • Ensures tickets owned by individual technicians are updated regularly and that customers are updated on a regular basis. • Logs all inbound and outbound activities (phone and email) into Call Tracking system. • Provides second-level support to customers; escalates issues to appropriate IT sub-departments, Customer Service, and/or Technical Advisors as required to resolve issues. • Interfaces with IT functions and QA Engineering to resolve complex web application issues. • Tracks, troubleshoots, updates, escalates, and closes customer support cases as appropriate. • Represent our company's products and services, starting with a deep and comprehensive understanding and following with consumer research to identify how our solutions meet needs• Maintain working relationships with existing clients to ensure exceptional service and identification of potential new sales opportunitiesRequirements: • Must be able to travel into the field to assist and support our customers.• Must be able to analyze technical problems from a user and developer perspective. • Expert knowledge of creating, debugging, and troubleshooting third party and in-house applications. • Expert knowledge of debugging and troubleshooting 3Shape & Medit CAD software. • Expert Knowledge of supporting software used in dental production, such as 3Shape, Medit and other softwares.• Strong knowledge of web applications and secure transfer of files over the internet. • Knowledge of MS Windows, MS Dynamics, MS Office, and software installation and debugging. • Demonstrated ability to provide technical support and high quality customer service over the phone. • Demonstrated customer service attitude and approachability. • Ability to examine program front-ends and back-ends to determine sources work stoppage. • Ability to troubleshoot applications and secure transfer of files over the internet. • Ability to effectively work with tight schedules and fast paced environment to minimize problem impact on customer. • Ability to monitor and track applications' functions from end-user input to execution. • Ability to learn acquire new technical skill sets and learn new support processes

Keywords: BioTec Dental Laboratory, Tustin , Digital Support/Sales Specialist, Sales , Tustin, California

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