Support Tech III

Summary

Join Henry Schein One as a remote Customer Support Technician III and provide exceptional support to customers using our dental software. You will answer and resolve customer calls, troubleshoot issues, and offer long-term solutions. Collaborate with your supervisor to enhance your customer service skills and product knowledge. Manage complex cases, mentor colleagues, and contribute to knowledgebase articles and training materials. This role requires advanced knowledge of HSPS Dental Software and strong troubleshooting skills. The position offers competitive compensation and a comprehensive benefits package.

Requirements

• Typically 4 or more years of related experience
• Typically High School education, vocational training and/or on-the-job training
• Must have previous experience as a Henry Schein Practice Solutions Support Technician II or equivalent
• Advanced knowledge of HSPS Dental Software(s) or equivalent
• Working knowledge of Microsoft Word and Excel as it relates to the supported software
• Advanced troubleshooting and problem solving skills
• Basic knowledge of computer hardware, operating systems, database structure, and networks as it relates to the supported software
• Ability to prioritize tasks, handle stress, and adapt to change
• Strong time management skills and the ability to prioritize work
• Very good attention to detail and accuracy
• Customer service oriented and ability to work with and resolve complex issues
• Ability to plan and arrange activities
• Excellent interpersonal communication skills
• Excellent written and verbal communication skills
• Ability to maintain confidential and highly sensitive information
• Ability to work in a team environment
• Ability to manage conflict
• Capacity to work effectively under pressure
• Analytical thinking
• Oversee small projects
• Identify and recommend continuous improvement opportunities
• Establish productive working relationships at multiple levels within the organization

Responsibilities

• 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
• Provide support for advanced skillsets and customer issues
• Answer questions and providing formal and informal mentorship for fellow TSMs
• Complete other Tech III assignments as required to ensure quality customer service is being provided
• Draft and edit knowledgebase articles
• Utilize resources and tools as needed to help take over and resolve difficult issues
• Create training content and may present trainings on assigned topics
• Participate in special projects and perform other duties as required

Preferred Qualifications

Bachelor’s degree preferred

Benefits

• Medical, Dental and Vision Coverage
• 401K Plan with Company Match
• Paid Time Off (PTO)
• Paid Parental Leave
• Short Term Disability
• Sick Leave (if applicable)
• Income Protection
• Work Life Assistance Program
• Health Savings and Flexible Spending Accounts
• Education Benefits
• Worldwide Scholarship Program
• Volunteer Opportunities