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, Draper , ENTERPRISE SUPPORT TECHNICIAN, Professions , American Fork, Utah
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