Job Description

HenrySchein One delivers connected dental software and services, combined withexpert business coaching, to help practices improve every aspect of practicemanagement and grow profits. Our platform for integrated applications letsdental technology connect, share data and automate more tasks, creating a newdigital workflow that helps teams work smarter and more efficiently. Ouradvanced integration improves each stage of the patient experience from firstcontact and scheduling, to delivery of treatment and recurring care. HenrySchein One unifies market-leading software, web tools, support, and patientservices into the one platform that is a standard for connecting all practicedental technology.

JOB OVERVIEW:

This position is responsible to answer, resolve, and log 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

o Provide support for advanced skillsets and customer issues

o Answer questions and providing formal and informal mentorship for fellow TSMs

Complete other Tech III assignments as required to ensure quality customer service is being provided:

o Draft and edit knowledgebase articles

o Utilize resources and tools as needed to help take over and resolve difficult issues

o Create training content and may present trainings on assigned topics

* Participate in special projects and perform other duties as required

Qualification

WORK EXPERIENCE:

Typically 4 or more years of related experience.

PREFERRED EDUCATION:

Typically High School education, vocational training and/or on-the-job training. Bachelors degree preferred.

GENERAL SKILLS & COMPETENCIES:

Strong time management skills and the ability to prioritize work

Very good attention to detail and accuracy

Customer service oriented and ability to work with and resolve complex issues

Ability to plan and arrange activities

Excellent interpersonal communication skills

Excellent 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

Analytical thinking

Oversee small projects

Identify and recommend continuous improvement opportunities

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 II or equivalent

Advanced knowledge of HSPS Dental Software(s) or equivalent

Working knowledge of Microsoft Word and Excel as it relates to the supported software

Advanced 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

FULL-TIME BENEFITS AVAILABLE:

* Earn generous PTO (Paid Time Off)
* Seven Company Paid holidays
* Competitive Medical, Dental, and Vision benefits
* 401K with competitive company match
* Flexible Spending Account (FSA)
* Life Insurance, Short and Long Term Disability, AD&D

Henry Schein, Inc. is an EqualEmployment Opportunity Employer and does not discriminate against applicants oremployees on the basis of race, color, religion, creed, national origin,ancestry, disability that can be reasonably accommodated without unduehardship, sex, sexual orientation, gender identity, age, citizenship, maritalor veteran status, or any other legally protected status.

For more information about career opportunitiesat Henry Schein, please visit our website at: www.henryschein.com/careers.

PWDNET

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