Carestream Dental Careers
technical support representative L1
Provide exceptional customer service and support through CRM, outbound calls, email or fax as specified within company standards and guidelines.
Provide support to our bespoke software taking complete ownership of calls from start to finish or passing them to Technical Support Representative -- Level 2 where appropriate.
Provide support on all computer hardware.
Maintain and increase product knowledge on applicable products / applications via training, documentation and personal research.
Log issues and resolutions thoroughly in the CRM.
Hitting call targets set by Technical Support Leadership.
Provide input for new products, features, product usability and supportability.
Escalate issues to Technical Support Representative -- Level 2 or Technical Support Supervisor as needed.
Submit proposed solutions to basic issues in knowledge base and internal / external documentation.
Promote the company's survey process and obtain feedback from the customers
on the quality of customer service.
The ability to identify any potential sales opportunities and pass this onto the relevant Sales Representative.
Perform shift work and to have the flexibility to work outside of normal hours if needed.
Perform any tasks as directed by his / her supervisor.