Technical Support Representative Level 3

2 months ago

Stevenage, United Kingdom Carestream Dental LLC Full time

**Technical Support Analyst Level 3** is responsible for managing escalated customer issues and identifying knowledge improvement opportunities for level 1/2 analysts and Enterprise direct customers. By using analytical tools and product experience to analyse technical support issues and define knowledge that can be used by the internal team and end users within self-service support tools. They speak with colleagues and customers, listen to them, gain a better understanding of their needs, and offer possible solutions. The primary goal is to minimize the impact to our customer by providing knowledge to allow level 1/2 agents to resolve an incident or request as quickly as possible and escalating as necessary to restore customer business operations. The Technical Support Analyst Level 3 should demonstrate a positive customer experience by being polite and professional while working closely with other team members to provide outstanding service.

**Requirements**:
Essential Duties & Responsibilities:

- Handles escalations from Level 1/2 Team and Enterprise Customer Level 1 support
- Responsible for data analysis of escalations to identify training opportunity, knowledge article creation to minimize escalations and improve first time call handled rate
- Responsible for Commercialization via participation in gate, TTS, beta site installation and data collection as assigned
- Prioritization and entry of Software defects across product group for Software CPE R&D team
- Reporting, analysis and trending of defects across product line for Manufacturing, CPE team as assigned
- Responsible for configuring knowledge/chat bot automation as assigned
- May include responsibilities focused to
- Internal and external training delivery
- Quality and Compliance
- Commercialization Roadmap
- Responsible for product performance reports

**Required Skills and Experience**:

- Strong Interpersonal and communication skills (verbal & written)
- English proficiency required for both verbal and written communication.
- Demonstrates the ability to solve problems and provide immediate solutions
- Ability to prioritize multiple, concurrent tasks, with excellent organizational and time management skills.
- Technical IT knowledge: must have a good working knowledge of Operating systems and hardware so are able to review process and identify possible problems at any stage and rectify efficiently with mínimal disruption to the customer
- Ability to increase his/her existing technical knowledge through Dental Systems Product Trainings.
- Ability to analyze data and understand call generating volume trends
- Planning and Analytic Skills
- Utilizing software, knowledge base, scripts, and tools appropriately.
- Strong listening skills
- Demonstrates the ability to solve common problems and to provide immediate solutions
- Require demonstrated aptitude for logic and screen human harmony.
- Proficiency with computers, especially with CRM software, and strong typing skills are a plus
- Understanding of company products, services, and policies.
- Projecting positive image/attitude as part of daily approach to work and embodies our support motto of 'Caring Starts with the Power of One".
- Experience in providing 2nd line technical support, minimum of two years

**Position Requirements**:

- High School Diploma or equivalent.
- Degree level education or relevant experience desirable
- Exceptional customer service, active listening, and proficient verbal and written communication skills, professional phone voice.
- Strong time management and decision-making skills.
- Understanding of databases, Microsoft SQL experience desirable
- Understanding of operating systems including Windows 10, Windows Server
- Experience in working in a regulated healthcare environment is a plus

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