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Technical Support Analyst
| Company | Envista |
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| Location | Quakertown, PA, USA |
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| Salary | $19.1 – $28.7 |
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| Type | Full-Time |
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| Degrees | Associate’s |
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| Experience Level | Mid Level |
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Requirements
- Minimum 2 year college degree: Associates of Applied Science; Electrical Technology
- 3-4 years of experience in troubleshooting hardware/software in a technical-related field
- Minimum of 1-2 years’ work experience in a customer support role or equivalent
- Intermediate knowledge with MS Office; Word and Excel required
- Understanding and use of CRM systems preferred
- Knowledge of SAP preferred
- Experience in a related dental or medical x-ray equipment manufacturer field preferred
Responsibilities
- Troubleshoot basic 3D software/hardware issues with internal and external customers, including installers and trainers, via phone, email, chat, and remote control/assist software.
- Update existing 3D dental X-ray equipment, software, firmware and/or hardware remotely and/or on site.
- Answer & resolve inbound calls, emails and chats pertaining to all 3D equipment.
- Provide customer support including training, servicing, and quality assurance regarding all 3D products and software.
- Documents and log all calls in the CRM system with the upmost detail.
- Document and manage Product Development issues to resolution.
- Checks warranty status, orders, and sends replacement parts, equipment, and requests dispatch of dealer technician.
- Collects data or provides basic reports to management pertaining to any 3D hardware or software.
- Performs other duties and tasks as assigned by their supervisor/manager.
Preferred Qualifications
- Understanding and use of CRM systems preferred
- Knowledge of SAP preferred
- Experience in a related dental or medical x-ray equipment manufacturer field preferred
