Advanced Software Support Professional

2 weeks ago

Sydney, New South Wales, Australia beBeeTechnical Full time $80,000 - $105,000
Technical Support Specialist

Dentsply Sirona is seeking an experienced Technical Support Specialist to fill this critical role. As a Technical Support Specialist, you will be responsible for delivering both customer service and advanced technical support to internal and external stakeholders for SureSmile Software.

About the Position:
  • Provide guidance on case planning, software navigation, and related processes via email and telephone.
  • Manage all order- and software-related queries from all SureSmile customers.
  • Support software integrations and exports of STL/DICOM Files.
  • Handle end-to-end management of multiple projects and customer issues.
Key Responsibilities:
  • Record all order- or software-related queries and follow/escalate to resolution.
  • Work as part of a broader customer support team, providing backup and support and sharing responsibility for completion of tasks as required.
  • Collaborate across departments including Customer Support, Shipping, Supply Chain, User Maintenance, Manufacturing, and Digital Lab, Field Support Team.
  • Document all pertinent end-user identification information, including name, practice, contact information, and nature of problem or issue.
  • Issue escalations, when needed, to appropriate person or department.
Requirements:
  • A minimum of 2 years of experience working in a Customer Support and/or Technical Support environment preferred.
  • Dental knowledge and/or experience, preferably in Orthodontics, is a plus.
  • Dental certification and/or training a plus.
Essential Skills:
  • Proficient in Microsoft Office Suite, browser-based software, basic computer hardware.
  • Proficient in Internet and Email Applications.
  • Knowledge of CRM systems.
  • Knowledge of technical support software, such as AX, SAP & Salesforce.

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