Support Tech II

Remote Customer Service Representative

This position is responsible to answer, resolve, and log incoming 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
• May assist with other Tech I assignments as required to ensure quality customer service is being provided
• Participate in special projects and perform other duties as required

Qualifications Required :

Nice to have :

The posted range for this position is $36,000-$63,000 which is the expected starting base salary range 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 equity, etc.

What you get as a Henry Schein One Employee :

About Henry Schein One :

Henry Schein One is the global leader in dental management, analytics, communication, and marketing software. Our company's products and services work together as one simple solution to provide users with a seamless and integrated experience. Our company thrives because of our people. We believe in supportive, diverse, and inclusive workforce, inclusive environments, professional development opportunities, and competitive compensation packages. We value innovation, teamwork, and encourage work-life balance. One of many reasons why Henry Schein One (HS1) leads the industry is because of our products, services...