Technical Support

Mô tả công việc
The Role of iTero Technical Support is to provide assistance and resolution to issues encountered by internal customers (fellow Sales and Marketing team members) and external customers (iTero Scanner users from Doctors to their staff) for our family of iTero products, software and services. Research, follow-up information with any pertinent department as needed to provide assistance and/or achieve a resolution with to doctor's issue(s). The person will handle the transactions during the initial troubleshooting until it gets resolved or if not within their reach they will proceed to escalate (serving as a first level technical support resource). This includes not only the follow up but also updates to all stakeholders.
• Key responsibilities:
o Troubleshoot remotely and on-site (if needed) issues related to proprietary and web based applications used by customers or hardware related issues. This involves evaluating the nature of the problem, determining the appropriate solution and providing assistance to resolve the situation for the customer.
o Responsible for timely approval of spare part troubleshooting before parts are sourced, within the expected service level.
o Work within specified service level agreements for response and issue closures times
o Monitor, respond, update and close tickets sent to you via [protected info] or any other ticketing system in place. Experience using [protected info] as a ticket system would be regarded as a significant plus.
o Ensure timely resolution to customer contact issue whether it is an e-mail, inbound or outbound call.
o Update and complete tasks that have been assigned by the supervisors or managers, aside from those received via phone or email; such as complaint follow ups, reassigned calls, etc.
o Be alert to trends in requests and issues reported by customers. Research information to answer inquiries from customers and share learning with departmental peers and management.
o Possess comprehensive knowledge of company procedures and product information/materials.
o Propose ideas for procedures and processes to promote improved service and customer satisfaction, and overall department improvements.
o Participate in special projects and/or training when requested.
o Interact with customers and fellow employees in a timely, patient, tactful and professional manner. Handle difficult or sensitive issues following department guidelines.
o Meet departmental standards for personal and team performance metrics including, but not limited to, contact volume handled, turnaround time and quality. Other forms of communication used to provide support or perform the assigned duties can also be monitored periodically, for quality purposes.
o Accurately and thoroughly document information in the company's database(s) about each contact handled (email, inbound and outbound calls), following defined parameters. Generate the appropriate task, assignment; follow up, note or resolution for each contact.
o Assure and follow up on-time delivery of projects, deadlines or solutions.
o Comply with all safety policies, practices and procedures. Report all unsafe activities to Manager and/or Human Resources.
o Perform other duties as assigned.