Technical Support Representative

3 weeks ago

Stevenage, United Kingdom Carestream Dental LLC Full time

The **Technical Solutions Representative** is responsible for answering technical support questions and providing clients with technical guidance on the use of computer technology in dental practices. The Technical Support Representative also applies a general working knowledge of computer software, hardware and troubleshooting skills to resolve a substantial number of client problems independently. Technical Solutions Representatives are a geographic resource that primarily provides technical support to Carestream customers, field personnel, dealers, and 3rd parties. The primary goal is to minimize the impact to our customer by resolving an incident or request as quickly as possible and escalating as necessary to restore customer business operations. The TSR role is a technical generalist able to independently diagnose and resolve issues utilizing knowledge systems and technical resources as required.

**Requirements**:
**Minimum Required Skills**:

- Demonstrated skills in problem analysis, customer relations, organizational abilities, telephone etiquette, and in effective working relationships with other service/support groups
- Demonstrates the ability to solve common problems and to provide immediate solutions
- Associate's degree or above in technical area or a minimum of eighteen months experience in technical related field
- Two years' experience testing electronics at the component level or two years' experience repairing and maintaining medical or x-ray equipment or a degree in electronics
- Excellent verbal and written communication skills and the ability to make decisions independently
- Require demonstrated aptitude for logic and screen human harmony.
- Follow proper procedures for processing RMAs, defective products, etc
- Provide input for new products, features, product usability and supportability
- Escalate issues following the escalations guidelines as needed
- Submit proposed solutions to basic issues in knowledge base and for internal/external documentation
- Perform minor utilities
- Perform proactive calls
- Perform level one troubleshooting on all current hardware supported

**Desired Skills**
- **Bilingual - Spanish, Portuguese, or French**:

- Software Product Family positions will require working knowledge of SQL, Citrix, Windows, networking
- Citrix experience configuring Citrix workstations / log ins;
- Experience troubleshooting Hosted (Cloud) networks
- SQL experience: creating queries, migrating databases, merging databases

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