Technical Support

Top Skills:

• Minimum two years of electrical/mechanical experience-someone who has worked on circuit boards and voltage meters
• Minimum two years of hardware/software support
• Customer Service-must be able to walk through technical issues with end users

***Bilingual (French/Spanish/Portuguese/English) candidates highly encouraged***

Job Description

Our client is a managed service provider for dentist offices around the nation.

This position will require strong interpersonal phone and email skills and a strong customer focus resolving and troubleshooting customer issues. It will include troubleshooting equipment by phone and with service technicians and solving application problems with the end user that may or may not be comfortable using a computer. This position requires working standard departmental support hours (8am – 8pm EST Mon-Fri), holidays and overtime. The role requires supporting and performing complex technical products, by answering customer questions or resolving issues in a support center environment. This role serves as a mentor for other Technical Support team members, handles customer escalations, and executes technical projects.

• Troubleshoot basic and advanced software/hardware issues with internal and external customers, including installers and trainers, via phone, email, chat, and remote control/assist software.
• Update existing dental X-ray equipment, software, firmware and/or hardware remotely and/or on site
• Answer & resolve inbound calls, emails and chats from Technical Support queues as needed
• Provide technical account management for customers and manage escalations
• Provide customer support including training, servicing, and quality assurance
• Mentor, train, support, and assist Level 1 Technical Support team members as needed
• Documents and logs all calls in the CRM system
• Checks warranty status, orders, and recommends replacement parts, equipment, and suggests dispatch of technician
• Collects data or provides basic reports to management
• Document session notes and complaints in appropriate systems.
• Performs other duties and tasks as assigned by their supervisor/manager

About TEKsystems:

We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company.

The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.