Support Tech IV

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 support and timely resolution of customer issues.
• Effectively educate customers on product use and assisting 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.
• Utilize resources and tools as needed to help take over and resolve difficult issues
• Collaborate with Technical Support Engineers to resolve customer issues.
• Create and present training content as needed.
• Provide formal and informal mentorship for fellow team members.
• Plan for and assist in leading team meetings.
• Prepare and distribute team reports as needed.
• Assist in driving team incentives and projects.
• Perform requested team leader duties in the absence of a supervisor.
• Participate in special projects and perform other duties as needed.

Qualifications

Required :

• Typically, High School education, vocational training and / or on-the-job training.
• Typically, five or more years of related experience.
• Must have previous experience as a Henry Schein Practice Solutions support technician III or equivalent.
• Advanced knowledge of Henry Schein One Dental Software(s) or equivalent
• Working knowledge of Microsoft Word and Excel as it relates to the supported software
• Troubleshooting and problem-solving skills.
• Intermediate knowledge of computer hardware, operating systems, database structure, and networks as it relates to the supported software.
• Ability to prioritize, handle stress, and adapt to change.

Nice to have : Bachelor's Degree.

The posted range for this position is $46,080.00 - $58,000 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

• A great place to work with fantastic people.
• A career in the healthcare technology industry, with the ability to grow and realize your full potential.
• Competitive compensation.
• Excellent benefits package! Medical, Dental and Vision Coverage, 401K Plan with Company Match, Paid Time Off (PTO), Paid Parental Leave, Short Term Disability, Work Life Assistance Program, Health Savings and Flexible Spending Accounts, Education Benefits, Worldwide Scholarship Program, Volunteer Opportunities, and more.

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 and most importantly our people. In 2022 HS1 was awarded one of the top places to work for in Utah. To learn more, click here : 2022 Best Companies To Work For | Henry Schein One

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 that can be reasonably accommodated without undue hardship, sex, sexual orientation, gender identity, age, citizenship, marital or veteran status, or any other legally protected status.

Unfortunately, Henry Schein One is unable to hire individuals residing in Alaska, North Dakota, Hawaii, West Virginia, Maryland, Delaware, Puerto Rico, or other US Territories at this time.