Technical Support Engineer

Summary

Join Henry Schein One as a remote Product Support Specialist! This role focuses on ensuring product supportability by collaborating with development, support leadership, and product management. You will handle advanced technical issues, mentor support technicians, and contribute to knowledge base articles. Responsibilities include attending PRT meetings, communicating product information, and providing training. The ideal candidate possesses 3-5+ years of relevant experience, a Bachelor's degree, and strong technical and communication skills. Henry Schein One offers a competitive compensation package, including excellent benefits and a supportive work environment.

Requirements

• Typically 3 to 5 or more years of increasing responsibility in terms of any applicable professional experience
• Typically a Bachelor's Degree or global equivalent in related discipline
• Good understanding of industry practices
• Proficient with tools, systems, and procedures
• Basic planning/organizational skills and techniques
• Good decision making, analysis and problem solving skills with ability to multi-task
• Good verbal and written communication skills
• Good presentation and public speaking skills
• Good interpersonal skills
• Basic conflict resolution skills
• Developing professional credibility
• Provides superior customer service and does not sacrifice quality in order to meet statistical goals
• Ability to identify and report product issues and deficiencies as they relate to assigned products integrations and functionality
• Knowledge of computer hardware, database structure, and networks; with the ability to increase this knowledge
• Working knowledge of Microsoft Windows 7, 8, 10, and Server Operating Systems and future upgrades as they are released
• Working knowledge of Microsoft Word, Microsoft Excel as they are used within HSPS and HSPS products
• Working knowledge of HSPS Dental Software and electronic services (eServices)
• Excellent organizational, troubleshooting, problem solving, writing skills, interpersonal and communication skills
• Ability to prioritize, handle stress, and adapt to change

Responsibilities

• Work with Product Management, Development and support leadership to establish criteria for successful post release support of assigned products
• Attend PRT meetings to ensure there is proper communication between support and development including the reporting of major defects and outages; proper knowledge transfer between the two teams; represent the customer’s experience to development as appropriate; and drive initiatives that improve said customer experience
• Ensure product/project information is communicated to support leadership; as well as, provide training and mentorship for advanced technicians and mentors to ensure the team has the latest product knowledge
• Communicate status of major outages or defects to support team including status, troubleshooting steps and resolution
• Add to product body of knowledge by writing and maintaining KBs for assigned products
• Provide updated product content to training team

Benefits

• 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