Customer Support Technician

About the job

Summary

The Product Support Technician is responsible for supporting dental equipment, dental products, and services over the phone and via online chat. Responsibilities also include a variety of customer service activities involving interfacing with doctors, dental distributors, dental office staff and service technicians.

Essential Duties

• Conduct product presentations over the phone and answer any feature or benefit questions using all necessary means (verbally, email or fax if necessary).
• Handling customer technical support cases through phone and email submission.
• Interfacing with customers via online chat
• Documentation of customer interactions and follow-up.
• Administrative and general Customer Service duties as required.
• Spot trends and offer solutions related to product performance.
• Evaluate and submit product warranty cases and support Quality Management for all brands.
• Conduct customer and staff training.
• Special projects as required.
• May perform other duties as required.

KNOWLEDGE, SKILLS, AND ABILITIES

• Excellent verbal and written communication skills.
• Excellent interpersonal and customer service skills.
• Strong analytical and problem-solving skills.
• Superior understanding of dental equipment and water quality.
• Excellent time management skills.
• Ability to prioritize tasks and to delegate them when appropriate.
• Proficient with Microsoft Office Suite or related software.
• Ability to explain technical issues to technical and nontechnical employees and customers.
• Proficient with or the ability to quickly learn an array of Dental Product Lines.

QUALIFICATIONS / REQUIREMENTS

• High School diploma or equivalent
• technical experience or knowledge from related field of education in commercial industry or medical device.
• Dental office or dental equipment experience preferred.
• General mechanical aptitude a plus.

WORKING CONDITIONS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Prolonged periods sitting at a desk and working on a computer.
• Must be able to lift up to 15 pounds at times.

Job Type: Full-time

Shift:

• 8 hour shift
• Day shift

Application Question(s):

• Are you ok speaking with customers on the phone?
• Are you ok working 830am to 5pm?

Education:

• Associate (Preferred)

Experience:

• Customer support: 3 years (Required)
• Product Support: 3 years (Preferred)
• CRM: 3 years (Preferred)

Ability to Commute:

• Northborough, MA 01532 (Required)

Work Location: In person