Support Tech, Henry Schein One

• 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

Desirable

• This position is responsible to answer, resolve, and log incoming customer calls, identify issues, and provide suggestions and long-term resolutions related to the supported software
• Work closely with supervisor to develop and improve customer service skills, develop ability to use provided support tools, learn effective troubleshooting techniques, and increase product knowledge
• Manage more complex cases and troubleshoot and resolve issues at a higher level and may support additional products
• 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