Support Technician II

Summary

Join Henry Schein One as a remote Customer Support Representative to provide exceptional customer service by answering, resolving, and logging incoming calls. You will troubleshoot and resolve software issues, educate customers on product use, and maintain effective call ownership. This role requires strong problem-solving skills, knowledge of computer hardware and software, and the ability to prioritize tasks. The ideal candidate will have three or more years of related experience and excellent communication skills. Henry Schein One offers a competitive compensation package, including excellent benefits and opportunities for professional development.

Requirements

• Typically, High School education, vocational training and/or on-the-job training
• Typically, three or more years of related experience
• Working knowledge of Microsoft Word and Excel as it relates to the supported software
• Excellent 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

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
• 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

Preferred Qualifications

Bachelor’s Degree

Benefits

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