ENTERPRISE SUPPORT TECHNICIAN

Company: Henry Schein
Location: American Fork
Posted on: October 18, 2024

Job Description:

***This position is Remote*** Summary This position is responsible to efficiently answer and troubleshoot customer calls, identify problem(s)/concern(s), provide suggestions on long-term solutions and document solutions in detail. Present a positive and professional image of Enterprise products and HS One to customers. Assist new trainees during their evaluation period. Act as a resource to other HS One support personnel. What you will do

• Answer technical calls regarding Enterprise software:
  
  • Provide High-Quality Service - patiently walking customers through problems-solving steps.
  • Utilize available resources (knowledge base, call logs, other TSMs) to troubleshoot and diagnose customer's concerns.
  • Assist co-workers as needed in areas such as product knowledge, hardware basics, operating system basics, troubleshooting skills, customer service skills, time management, and organizational skills.
  • Participate in testing and/or reproducing customer's concerns in current applications.
  • 100% call ownership. Every call that comes should be handled by this technician until completely resolved. If a SHPR (Software Hardware Problem Report) or other method is required, call-backs and other PR (Public Relations) steps will be taken to assure customer satisfaction. Extensive research may be necessary.
  • Use proper dental, accounting, and computer terminology when performing support functions.
  • Maintain a limited amount of open calls.
    
  • Document information regarding technical calls:
    • Provide detailed and accurate call logs for every call received.
    • Document solutions, common calls, and concerns through the knowledge base, email, and/or other reporting methods available.
      
    • Maintain acceptable attendance and attitude:
      • Follow assigned work schedule accurately (including lunch).
      • Demonstrate a good working attitude.
      • Must remain professional on and off the phones.
        
      • Involved in self-improvement programs and special projects set forth in the department:
        • Develop area(s) of specialty as determined with manager - a minimum of one specialty area per quarter.
        • Develop and share ideas to improve support and product offerings.
        • Stay up-to-date on products and support product information.
        • Attend and participate in provided training.
        • Set goals to strengthen product knowledge and job skills.
        • Participate in special products that improve the service provided to Enterprise customers.
        • Participate in special projects that improve the service provided to our customers.
        • Exemplify desire for HSPS product and service success in the market.
        • Exhibit in-depth expertise of all Enterprise products - use the knowledge to handle customer problems and offer problem resolutions.
        • Maintain Enterprise Knowledge Base.
          
        • Handle important account issues:
          • Handle escalated offices with professionalism and patience.
          • May assist in demonstration of product to potential Enterprise customers.
          • Install software and upgrades for customers through networking channels.
          • May be asked to travel to offices for troubleshooting purposes in software, network, and hardware.
            
          • Assist training needs for the department and division:
            • Assist with new technician and team trainings.
            • May assist in training other technicians, Enterprise salespeople, and customers on the use of the Enterprise software.
              
              
              Qualifications: Must have:
              • Typically 4 or more years of related experience.
              • Typically High School education, vocational training and/or on-the-job training. Bachelor's degree preferred.
              • Excellent knowledge of computer hardware, database structure, and networks; with the ability to increase this knowledge.
              • Working knowledge of Microsoft Windows Operating Systems.
              • Working knowledge of Microsoft Word and Microsoft Excel.
              • Expert knowledge of terminal server, Citrix server, and VPN.
              • Excellent organizational troubleshooting, problem solving, writing skills, interpersonal and communication skills.
              • Descriptively log all information regarding customer contact.
              • Assist with gathering and reporting customer feedback as it pertains to the company's products, policies, and procedures.
              • Educate Enterprise customers in the proper and maximum use of Enterprise products and services to improve their practice and daily operations.
              • Ability to troubleshoot and diagnose unknown issues related to both software and hardware. Conduct extensive research when necessary.
              • Ability to prioritize, handle stress, and adapt to change.
              • Network/hardware certifications preferred.
              • Organized, punctual, and show a clear understanding of how to prioritize tasks and responsibilities.
                Nice to have:
                • Bachelor's degree preferred.
                  The posted range for this position is $42,120-$73,710 which is the expected starting base salary range for an employee who is new to the role to fully proficient in the role. Many factors go into determining employee pay within the posted range including prior experience, current skills, location/labor market, internal equity, etc. What will you get as a Henry Schein One Employee?
                  • A great place to work with fantastic people.
                  • A career in the healthcare technology industry, with the ability to grow and realize your full potential.
                  • Competitive compensation.
                  • An excellent benefits package! Medical, Dental and Vision Coverage, 401K Plan with Company Match, Paid Time Off (PTO), Paid Parental Leave, Short Term Disability, Work Life Assistance Program, Health Savings and Flexible Spending Accounts, Education Benefits, Worldwide Scholarship Program, Volunteer Opportunities, and more!
                    
                    
                    Henry Schein, Inc. is an Equal Employment Opportunity Employer and does not discriminate against applicants or employees on the basis of race, color, religion, creed, national origin, ancestry, disability that can be reasonably accommodated without undue hardship, sex, sexual orientation, gender identity, age, citizenship, marital or veteran status, or any other legally protected status. Unfortunately, Henry Schein One is unable to hire individuals residing in Alaska, North Dakota, Hawaii, West Virginia, Maryland, Delaware, Puerto Rico, or other US Territories at this time. About Henry Schein One Henry Schein One?is the global leader in dental management, analytics, communication, and marketing software. Our company's products and services work together as one simple solution to provide users with a seamless and integrated experience. Our company thrives because of our people. We believe in supportive, diverse, and inclusive workforce, inclusive environments, professional development opportunities, and competitive compensation packages. We value innovation, teamwork, and encourage work-life balance. One of many reasons why Henry Schein One leads the industry is because of our products, services and most importantly, our people. In 2022, Henry Schein One was named one of Best Companies to Work For in Utah. Click here for more information: 2022 Best Companies To Work For - Henry Schein One

Keywords: Henry Schein, Lehi , ENTERPRISE SUPPORT TECHNICIAN, Professions , American Fork, Utah