Job Information
MEDICAREMD.COM Support Tech III in AMERICAN FORK, Utah
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:
- Bachelor's degree preferred.
The posted range for this position is $40,000-$45,000 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... For full info follow application link.
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 th at can be reasonably accommodated without undue hardship, sex, sexual orientation, gender identity, age, citizenship, marital or veteran status, or any other legally protected status.