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Technical Support Specialist
Technical Support SpecialistPlanmeca USA Inc. • Charlotte, NC, United States
Technical Support Specialist

Technical Support Specialist

Planmeca USA Inc. • Charlotte, NC, United States
24 days ago
Job type
  • Full-time
Job description
Technical Support
Professional Experience: 3-5 Years
Primary Skills: Electromechanical, CompTIA+ Certification, Technical support, Customer Service
Requirement Description:
You are the ideal candidate who has a strong ability to interact and communicate professionally with employees, customers, and partners. You will professionally represent Technical Support team; greet our callers, identify, document, and provide advanced technical support for all escalated technical calls.
ESSENTIAL DUTIES:
  • Answers escalated technical support phone calls for assigned equipment group
  • Routes calls to appropriate parties if necessary
  • Provides advanced troubleshooting
  • Provides remote desktop support via remote desktop software
  • Logs all calls in CRM software
  • Transfers escalated cases to Technical Support Escalation Specialist accordingly to Technical Support Department Rules
  • Travels and provides field support for complicated cases when remote support is impossible
  • Maintains current knowledge of all Client products and all other matters that affect the dental industry
  • Shares knowledge and works with other Technical Support Team Members
  • Meets company standards pertaining to quantity and quality of work performed on an ongoing basis, performing all work-related tasks in a manner that is in compliance with all Company policies and procedures
  • Adheres to company policies, procedures, and directives regarding standards of workplace behavior in completing job duties and assignments
  • Performs other duties as assigned
MINIMUM QUALIFICATIONS:
Training and Experience
  • Degree; technical in nature or equivalent work experience
  • Electromechanical experience is a plus
  • Troubleshooting and networking skills
  • Proficient with Microsoft Office Suite
  • Ability to type a minimum of 20 words per minute
  • Strong communication skills
Knowledge, Abilities, and Skills
  • A deep understanding of the dental market and core equipment segment is preferred
Salary: $50,000- $52,000 per year

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Technical Support Specialist • Charlotte, NC, United States

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