Carestream Dental Careers

Technical Support Analyst

Atlanta, Georgia

Job Description

General Summary:

Under minimal supervision, responsible for researching and formulating solutions to complex product related issues. Work closely with QA/development to determine solutions and incorporate fixes into future product releases.


Essential Duties & Responsibilities:

  • Maintain and increase quality and technical evaluation scoring
  • Perform high-level data analysis and editing of customer data
  • Perform mentoring to technical solutions representatives.
  • Resolve live-line calls, email, fax or other methods of contact as needed or directed by supervisor.
  • Work with the TSE/ TPO to escalate defects and enhancements for resolution.
  • Verifying defects through testing and troubleshooting and resolution of the fixed defect in finished product or patch.
  • Research and resolve highly complex customer issues in an accurate and timely manner as specified within company standards and guidelines.
  • Communicate development-related issues to support.
  • Document issues and resolutions thoroughly in the CRM and communicate interim resolutions or work-around to team.
  • Work with other departments to ensure adequate and proper documentation for installation instructions, on-line help, and manuals.
    • Perform call escalation and handle escalated calls following escalation procedure as needed.
  • Provide input for training based on call escalations.
  • Perform collection of data from customer site in compliance with HIPAA guidelines if applicable.
  • Perform on-site visits.
  • Resolve high-level conversion issues.
  • Attend trade shows.
  • Provide input for selection of beta sites and participation on beta team.
  • Verifying release notes and or product specifications
  • Proactively anticipating issues with new releases (i.e. loss of customization, special circumstances, etc.) and communicate concerns to management.
  • Create FAQ and TSB communications for NSP and internal use with support.
  • Provide input for new products, features, product usability and supportability.
  • Notify supervisor on call escalations as needed.
  • Maintain and increase product knowledge on applicable products/applications via training, documentation and personal research.
  • Provide proposed solutions to engineering issues in knowledge base and create internal/external documentation.
  • Perform shift work as scheduled.
  • Perform tasks as assigned by supervisor.