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Technical Support Specialist

2 months ago

Hatfield, Massachusetts, United States Envista Holdings Corporation Full time
Job Summary

We are seeking a highly skilled Technical Support Analyst to join our team at Envista Holdings Corporation. As a Technical Support Analyst, you will be responsible for independently supporting and performing complex technical duties related to our imaging and imaging products.

Key Responsibilities
  • Troubleshoot basic and advanced software/hardware issues with internal and external customers via phone, email, chat, and remote control/assist software.
  • Update existing dental X-ray equipment, software, firmware, and/or hardware remotely and/or on site.
  • Answer and resolve inbound calls, emails, and chats from Technical Support queues as needed.
  • Provide technical account management for customers and manage escalations.
  • Provide customer support including training, servicing, and quality assurance.
  • Document and log all calls in the CRM system.
  • Document and manage Product Development issues to resolution.
  • Check warranty status, order, and send replacement parts, equipment, and request dispatch of technician.
  • Collect data or provide basic reports to management.
Requirements
  • Minimum high school diploma or equivalent.
  • Minimum of 1-2 years' work experience in a customer support role or equivalent.
  • 3-4 years of experience in troubleshooting hardware/software in a technical-related field.
  • Intermediate knowledge with MS Office; Word and Excel required.
Preferred Qualifications
  • 2-year college degree in Associates of Applied Science or Electrical Technology preferred.
  • Understanding and use of CRM systems preferred.
  • Knowledge of SAP preferred.
  • Experience in a related dental or medical x-ray equipment manufacturer field preferred.