Data Support Analyst
About The Position
This is an on-site position DEXIS is looking for individuals who work their best, help others, and commit to helping us improve our customer lives and celebrate the difference in others. Who is DEXIS and why should you join the team? We are the leading manufacturer and distributor of innovative dental imaging equipment, software, and solutions. We offer meaningful work through innovation, diverse opportunities, and career progression. We also offer: Competitive Pay and Bonuses. PTO, Sick Time and Paid Holidays. Tuition Reimbursement Competitive leave policies including but not limited to Sick, Jury Duty, Bereavement, Personal, and Parental Leave Medical, Dental, and Vision Insurance Benefits effective DAY ONE!!!! 401K – with exceptional company match starting DAY ONE!!!! Community involvement opportunities & employee appreciation events. Newly renovated, state of the art, climate-controlled facility. Newly built 1200 sq fitness room. Large outdoor patio area with gazebo. Gourmet coffee, beverages, snacks, and lunches are available in our café. Employee Lounge with pool table, shuffleboard and skeet ball for downtime and employee fun! EVC Charges for Electric/Hybrid cars Where are we? Situated on the southern edge of the Lehigh Valley and easily accessible from northern Philadelphia suburbs and the surrounding areas, the Quakertown facility is our North American hub for the design and manufacturing of leading dental imaging devices and software. The facility has a growing, energetic, and diverse mix of professionals spanning engineering, operations, regulatory and quality backgrounds that work collaboratively in the fast-paced medical device field. A friendly and open atmosphere helps to foster strong personal and professional relationships across the organization. Position Summary The primary function of this position is to support and perform complex database services related to DEXIS products, by answering customer questions or resolving issues in a support center environment. Database services include migrations from an existing database to a new one and performing PMS ID renumberings in the existing imaging database. This role mentors other Tech Support team members, handles customer escalations and executes technical projects.
Requirements
- High school diploma or equivalent
- 3 – 4 years of experience in troubleshooting computer software/hardware, help desk, or phone support in a technical-related field
- One year of experience in supporting the DEXIS product line
- Advanced troubleshooting and administration knowledge of Windows operating systems, file structure, permissions, hardware peripherals, databases, and networks
- Excellent verbal and written communication skills necessary to troubleshoot equipment by phone with service technicians, as well as solve application problems with the end users
- Experience with Microsoft Office
- Must be available to work standard departmental support hours
- Must be available to work holidays and overtime, as dictated by business needs
Responsibilities
- Troubleshoot basic and advanced software/hardware issues with internal and external customers via phone, email, chat, and remote control/assist software.
- Answer technical and how-to use inquiries.
- Document customer interaction notes and complaints in appropriate systems.
- Own the customer issue to resolution, escalating when appropriate.
- Provide fast response and maintain a high level of professionalism at all times.
- Provide escalation case reporting to management.
- Mentor and support Tech Support team members.
- Manage escalations based on assigned territory.
- Build and maintain a knowledge base.
- Assist with technical projects, such as conversions and renumberings.
- Assist with other duties or projects as assigned.
- Timely and successful completion of all corporate compliance courses.
Benefits
- Competitive Pay and Bonuses.
- PTO, Sick Time and Paid Holidays.
- Tuition Reimbursement
- Competitive leave policies including but not limited to Sick, Jury Duty, Bereavement, Personal, and Parental Leave
- Medical, Dental, and Vision Insurance Benefits effective DAY ONE!!!!
- 401K – with exceptional company match starting DAY ONE!!!!
- Community involvement opportunities & employee appreciation events.
- Newly renovated, state of the art, climate-controlled facility.
- Newly built 1200 sq fitness room.
- Large outdoor patio area with gazebo.
- Gourmet coffee, beverages, snacks, and lunches are available in our café.
- Employee Lounge with pool table, shuffleboard and skeet ball for downtime and employee fun!
- EVC Charges for Electric/Hybrid cars
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
