What are the responsibilities and job description for the Support Tech II position at Henry Schein?
What is the Henry Schein ONE Way? Simply put, we care for each other. We treat each other with respect, kindness, gratitude, and awe. We welcome different viewpoints and encourage creativity. Henry Schein ONE believes that everyone has something amazing and unique to contribute, and we wouldn't beGlobal Industry leaders today without all the individual contributions that bring our team together.
Our culture strives to provide a place where passion, individuality, autonomy, purpose and diversity succeeds. We strive to let you Schein because when you Schein so do we!
If you are still not sold on how great it is to be a Team Schein Member, then perhaps you need to hear about our Henry Schein Cares programs, team engagements, lunches, and extra wellness benefits. Or that our leadership encourages you to maintain a healthy work-life balance. There are so many perks too numerous to list. If you are intrigued, apply now, our Talent Acquisition team is excited to meet you!
JOB OVERVIEW:
This position is responsible to answer, resolve, and log incoming customer calls, identify issues, and provide suggestions and long-term resolutions related to the supported software. Work closely with supervisor to develop and improve customer service skills, develop ability to use provided support tools, learn effective troubleshooting techniques, and increase product knowledge. Manage more complex cases and troubleshoot and resolve issues at a higher level and may support additional products.
KEY RESPONSIBILITIES:
* Answer and process customer calls effectively and efficiently to optimize customer experience:
o Follow proper troubleshooting steps, ask clarifying questions, and discover underlying causes of concern
o Provide timely resolution of customer issues
o Effectively educate customers on product use and assist them in fully utilizing available features to improve office productivity
o Maintain effective call ownership by ensuring contact with ongoing issues and managing open items
o Document all customer related conversations, steps and actions taken, and results and resolutions obtained throughout each call
- May assist with other Tech I assignments as required to ensure quality customer service is being provided
- Participate in special projects and perform other duties as required
SKILL:
Excellent understanding of the job and highly proficient in a range of processes or procedures to complete a wide range of tasks. Apply acquired knowledge of procedures and external regulations.
COMPLEXITY:
Work on assignments that can be difficult and require judgment and initiative. Understand implications of work and make recommendations for solutions. Will be responsible for making independent procedural decisions.
SUPERVISION:
Work under minimal supervision and may determine methods and procedures on new assignments. May be informal team leader.
WORK EXPERIENCE:
Typically 3 or more years of related experience.
PREFERRED EDUCATION:
Typically High School education, vocational training and/or on-the-job training. Bachelor's degree preferred.
GENERAL SKILLS & COMPETENCIES:
* Strong time management skills and the ability to prioritize work and meet deadlines
* Very good attention to detail and accuracy
* Customer service oriented and the ability to work with complex issues
* Ability to plan and arrange activities
* Very good interpersonal communication skills
* Very good written and verbal communication skills
* Ability to maintain confidential and highly sensitive information
* Ability to work in a team environment
* Ability to multi-task
* Ability to manage conflict
* Capacity to work effectively under pressure
* Establish productive working relationships at multiple levels within the organization
SPECIFIC KNOWLEDGE & SKILLS:
* Must have previous experience as a Henry Schein Practice Solutions Support Technician 1 or equivalent
* Proficient knowledge of HSPS Dental Software(s) or equivalent.
* Working knowledge of Microsoft Word and Excel as it relates to the supported software
* Excellent troubleshooting and problem solving skills
* Basic knowledge of computer hardware, operating systems, database structure, and networks as it relates to the supported software
- Ability to prioritize tasks, handle stress, and adapt to change
PERFORMANCE REQUIREMENTS:
Typically, to advance to a new job level, TSMs must demonstrate professional behavior and should consistently be at the high-end of meets expectations or consistently exceed expectations.
TRAVEL / PHYSICAL DEMANDS:
Travel typically less than 10%. Office environment. No special physical demands required.
COMPENSATION:
Bonus Plan: Choose an item.
If other, please specify:
Merit Eligible: Yes
Perf. Review Form: STD
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.
What 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.
Excellent benefits package!Medical, Dental and Vision Coverage, 401K Plan with Company Match, Paid Time Off (PTO), Paid ParentalLeave, Short Term Disability, Work Life Assistance Program, Health Savings and Flexible Spending Accounts,Education Benefits, Worldwide Scholarship Program, Volunteer Opportunities, and more.
*Benefits may vary by location or status.
Henry Schein Oneis 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.
