Senior Technical Operations Support Specialist

3 days ago

Saint Leonards, Victoria, Australia beBeeTechnical Full time $75,000 - $105,000
Technical Support Specialist Job Description

We are looking for a highly skilled Technical Support Specialist to join our team. This role will be responsible for delivering exceptional customer service and advanced technical support to internal and external stakeholders.

The ideal candidate will have a strong background in customer support and technical support, with a minimum of 2 years of experience. They will also possess excellent communication and problem-solving skills, as well as the ability to work in a fast-paced environment.

In this role, you will be responsible for managing all order- and software-related queries from customers, responding to calls and emails, and escalating cases to resolution when necessary. You will also be working closely with cross-functional teams, including Customer Support, Shipping, Supply Chain, User Maintenance, Manufacturing, and Digital Lab, Field Support Team.

Key Responsibilities:

  • Manage all order- and software-related queries from customers
  • Respond to calls and emails by gathering requested information, creating cases and following or escalate case to resolution
  • Support software integrations and exports of STL/DICOM Files
  • Handle end-to-end management of multiple projects and customer issues
  • Record all order- or software-related queries and follow/escalate to resolution

What We Are Looking For - Scope of Role:

We are looking for an experienced and talented Technical Support Specialist that will be responsible for delivering both customer service and advanced technical support to internal and external stakeholders for Dentsply Sirona's SureSmile Software. Key responsibilities include providing guidance on case planning, software navigation, and related processes via email and telephone.

Key Qualifications:

  • High School Diploma or GED equivalent required; or relevant degree
  • 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

Key Skills, Knowledge & Capabilities:

  • 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 and SmartSolve
  • Ability to manage difficult or emotional customer situations in a timely and professional manner
  • Ability to educate or coach customers via telephone, in person, or in a classroom setting
  • Ability to provide technical assistance via TeamViewer for screen sharing and troubleshooting
  • Ability to handle multiple projects simultaneously with high degree of professionalism and prioritization

Benefits:

Develop faster - with our commitment to the best professional development

Perform better - as part of a high-performance, empowering culture

Shape an industry - with a market leader that continues to drive innovation

Make a difference -by helping improve oral health worldwide

Join Our Global Team

As a global company, we value diversity and inclusion. We welcome applications from all members of the community.

Why Work With Us

We offer a collaborative and supportive work environment, where you can grow and develop your skills and expertise.

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