Technical Support Specialist

Position Summary
The Technical Support Specialist is responsible for answering technical support questions, application support and providing clients with technical guidance on the use of computer technology in dental offices. The Technical Support Specialist also applies a general working knowledge of computer software, hardware and troubleshooting skills to resolve a substantial number of client problems independently. Technical Solutions Representatives are a geographic resource that primarily provides technical support to Carestream Dental customers, field personnel, dealers, and 3rd parties. The primary goal is to minimize the impact to our customer by resolving an incident or request as quickly as possible and escalating as necessary to restore customer business operations. The role is a technical generalist able to independently diagnose and resolve issues utilizing knowledge systems and technical resources as required.
Key/Specific Job Responsibilities
Demonstrated skills in problem analysis, customer relations, organizational abilities, telephone etiquette, and in effective working relationships with other service/support groups
Demonstrates the ability to solve common problems and to provide immediate solutions
Excellent verbal and written communication skills and the ability to make decisions independently
Software Product Family positions will require working knowledge of Microsoft Operating Systems
Require demonstrated aptitude for logic and screen human harmony
Follow proper procedures for processing escalations and defects
Provide input for new products, features, product usability and supportability
Suggest proposed solutions to basic issues in knowledge base and for internal/external documentation
Perform proactive calls
Provide expert solutions to complex customer issues in an accurate and timely manner as specified within company standards and guidelines
Escalate issues following the escalations guidelines as needed
Record an entry for every customer contact in the CRM
Document issues and resolutions thoroughly in the CRM
Maintain and increase quality and technical evaluation scoring
Perform data analysis and editing of customer data
Perform call escalation and handle escalated calls following escalation procedure as needed
Provide input for training based on call escalations
Perform collection of data from customer site following HIPAA guidelines where applicable.
Resolve conversion issues
Resolve live-line calls, email, Chat or other methods of contact as needed or directed by supervisor
Provide input for new products, features, product usability and supportability.
Notify management on call escalations as needed
Maintain and increase product knowledge on applicable products/applications via training, documentation and personal research
Submit proposed solutions to complex issues in knowledge base and internal/external documentation
Perform shift work as scheduled
Perform any tasks as directed by his/her supervisor
Required Skills/Preferred Skills
Excellent verbal and written communication skills and the ability to make decisions independently
Ability to work independently, manage competing priorities, and adapt in a fast-paced environment
Strong organizational, time management, and multitasking skills
Demonstrates skills in problem analysis, customer relations, organizational abilities, telephone etiquette, and in effective working relationships with other service/support groups
EDUCATION (Required/Preferred)
Required: High School Diploma or equivalent certificate
Preferred: College Degree or equivalent experience
Required: 0-1 year experience in technical service related field
Preferred: one (1) year experience in a technical service-related field and a thorough knowledge of operating systems and MS applications
Total Compensation: $45,500 - $47,500 USD annually, which includes a base salary and target variable incentive. Actual compensation will be determined based on factors such as skills, experience, and qualifications.

Work arrangement
Yes