Technical Support Analyst

Hatfield,PA

POSITION SUMMARY

The primary function of this position is to independently support and perform complex technical duties related to the company's imaging and imaging products by resolving customer questions, problems or concerns.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Troubleshoot basic and advanced software/hardware issues with internal and external customers, including installers and trainers, via phone, email, chat, and remote control/assist software.

• Update existing dental X-ray equipment, software, firmware and/or hardware remotely and/or on site

• Answer & resolve inbound calls, emails and chats from Technical Support queues as needed

• Provide technical account management for customers and manage escalations

• Provide customer support including training, servicing, and quality assurance

• Documents and logs all calls in the CRM system

• Document and manage Product Development issues to resolution

• Checks warranty status, orders, and sends replacement parts, equipment, and requests dispatch of technician

• Collects data or provides basic reports to management

• Performs other duties and tasks as assigned by their supervisor/manager

QUALIFICATIONS

This position will require strong interpersonal phone and email skills and a strong customer focus resolving and troubleshooting customer issues. It will include troubleshooting equipment by phone and with service technicians and solving application problems with the end user that may or may not be comfortable using a computer. This position requires working standard departmental support hours (8am – 8pm EST Mon-Fri), holidays and overtime. The role requires supporting and performing complex technical products, by answering customer questions or resolving issues in a support center environment. This role serves as a mentor for other Technical Support team members, handles customer escalations, and executes technical projects.

EDUCATION AND/OR EXPERIENCE

• Minimum high school diploma or equivalent

• Minimum of 1-2 years’ work experience in a customer support role or equivalent

• 3-4 years of experience in troubleshooting hardware/software in a technical-related field

• Intermediate knowledge with MS Office; Word and Excel required

PREFERRED QUALIFICATIONS

• 2 year college degree in Associates of Applied Science or Electrical Technology preferred

• Understanding and use of CRM systems preferred

• Knowledge of SAP preferred

• Experience in a related dental or medical x-ray equipment manufacturer field preferred Job Ref: R1096001