Digital Support/Sales Specialist
Company: BioTec Dental Laboratory
Location: Tustin
Posted on: May 9, 2022
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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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