Technical Support Analyst - DPMS Imaging

Carestream Dental

14h • $43,000 - $45,000

About The Position

The Technical Support Analyst is responsible for providing
application support utilizing information stored within Carestream Dentals
knowledge management tools, SalesForce, Zendesk and EasyVista. The information
found in these knowledge pages cover the use of computer technology and
Carestream Imaging products in dental practices. The Technical Support Analyst
use their knowledge of company products, services, and policies to assist
callers with inquiries, complaints, or problems. They engage with customers
primarily over online chat to gain a better understanding of their needs and
offer possible solutions. TSA’s are a geographic resource that primarily
provides technical support to Carestream customers, field personnel, dealers,
and 3rd parties. The primary goal is to minimize the impact to our customer by
resolving an incident or request as quickly as possible and escalating as
necessary to restore customer business operations. The TSA should demonstrate a
positive customer experience by being polite and professional while working
closely with other team members to provide outstanding service.

Requirements

• The TSA will need to speak, read, and write in perfect English.
• Demonstrated skills in problem analysis, customer relations, organizational abilities, telephone etiquette, and in effective working relationships with other service/support groups
• Utilizing software, knowledge base, scripts, and tools appropriately.
• Demonstrates the ability to solve common problems and to provide immediate solutions
• Require demonstrated aptitude for logic and screen human harmony.
• Proficiency with computers, especially with CRM software, and strong typing skills are a plus
• Projecting positive image/attitude as part of daily approach to work.
• Understanding of Microsoft Windows operating systems, including day to day usage and technical troubleshooting.
• Technical knowledge of TCPIP networking, including DNS, DHCP etc
• Understanding of cloud technologies including Microsoft Azure
• Understanding of Dicom imaging standard
• High School Diploma or equivalent.
• Exceptional customer service, active listening, and verbal and written communication skills, professional phone voice.
• Strong time management and decision-making skills.
• Experience in providing customer support using online chat

Nice To Haves

• Knowledge of Dental Anatomy
• Knowledge of Dental imaging applications
• Experience troubleshooting or installing of dental x-ray digital equipment, i.e. intra-oral, panoramic, cephalometric

Responsibilities

• Answering online chats and making calls to clients to learn about and address their needs, complaints, or other issues with products or services.
• Taking escalations from Level 1 agents
• Provide technical / administrative assistance and support for incoming queries and issues related to Carestream dental equipment, software, and hardware.
• Responding efficiently and accurately to callers, explaining possible solutions or alternatives, and ensuring that clients feel supported and valued.
• Understanding and striving to meet or exceed call center metrics while providing excellent consistent customer service.
• Adhering to all company policies and procedures.
• Escalate issues following the escalations guidelines as needed
• Performing any tasks as directed by his/her supervisor.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED