Technical Support Representative

at  Dexis

JOB DESCRIPTION:

Join our Team! DEXIS is looking for individuals who work their best, help others, and commit to helping us improve our customer lives and celebrate the difference in others. We have several new and exciting opportunities available as we expand our Customer Care team into Costa Rica!

POSITION SUMMARY

The primary function of this position is to support independent accounts and perform complex technical duties related to all DEXIS products, by answering customer questions or resolving issues in a support center environment.

The is an in-office position with staggered shifts between core departmental hours of 7:00am – 5:00pm CT, Monday – Friday in order to support US/Canadian customers. This position may be required to work holidays and overtime as dictated by business needs.

JOB REQUIREMENTS:

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.

MINIMUM REQUIREMENTS

• High school diploma or equivalent
• 1-2 years technical support and/or customer service experience
• B2 proficiency level in English speaking as defined by the CEFR scale
• B2 proficiency level in French speaking as defined by the MCERL scale
• Experience in troubleshooting and installation of computer software/hardware and remote desktop solutions via help desk, or phone support in a technical-related field.
• Experience in troubleshooting network environments IE… TCP/IP, LAN, DNS, Client/Server configuration, user permissions.
• Experience supporting Microsoft Windows versions & Microsoft Server
• Basic Understanding of MS SQL.

PREFERRED REQUIREMENTS

• CompTIA A+ certification, CompTIA Net+ certification, MCSA Windows certification or equivalent
• Customer service training/courses
• Knowledge of dental X-ray software and equipment
• Experience troubleshooting with the MAC Parallel environment
• Basic knowledge of virtual computing concepts
• Basic Knowledge of HIPAA

• Investigate, analyze, and resolve complex support requests with internal and external customers via phone, email, chat, and remote control/assist software.
• Take ownership of the customer issue to resolution.
• Document session notes and complaints in appropriate systems.
• Provide fast responses and always maintain an elevated level of professionalism.
• Support multiple products.
• Document session notes and complaints in appropriate systems.
• Perform other duties or special projects as assigned.
• Must consistently deliver results and meet KPI’s, Metrics and Quality standards.