ABOUT STRAUMANN
Headquartered in Basel, Straumann is a global leader in implant and restorative dentistry and oral tissue regeneration. Having pioneered many of the most influential technologies and techniques in our field, we have a tradition of doing more to advance dental regeneration, restoration and replacement, as well as patient care. Straumann partners with passionate people who fit in with the agile dynamics of our size-for-success company. People at Straumann appreciate the opportunity to shape our future and create impact. Encouraging leadership and inspiring ideas from our people has guided us through our proud history of pioneering innovations.
ABOUT THE ROLE
For our Global 2nd level support team, we are currently looking for a 2nd Level Technical Support Specialist. The 2nd Level Technical Support Specialist is responsible for providing support to internal and/or end-customers in every inquiry or issue that may arise during its usage. The role is to ensure customer satisfaction, provide expert technical assistance, and help customers make the most of the Straumann digital solution and related workflow.
You will be responsible for: Provide proactive and reactive 2nd level support to subsidiaries, distributors, and customers (dental professionals) regarding inquiries related (but not limited) to the Straumann Digital solutions such as software and hardware workflow, usage, applications, connected pieces of solutions, and general topics.Diagnose and correct malfunctions described by the customer or support agent.When necessary, follow the diagnosis, transmit, and follow up a complex technical problem to level 3 (incident escalation) by coordinating the resolution with all stakeholders.Identify (tag) incident tickets, document interventions by ensuring data quality and keep technical documentation up to date.Troubleshoot issues, log, register, document, and keep a record of every interaction in the respective ticketing tool assuring the attendance of Support KPIs, CSAT and QMS procedures.Provide technical assistance also for partner products and collaborate with the beta tester team.Assist development by testing products under development and providing hardware and software feedback.Drive customer satisfaction through timely, thorough, and accurate response.License management, including but not limited to license renew, invoice and updates.Work on the validation of manufacturers' implant libraries, supporting V&V (Verification & Validation) for compatibility testing and providing technical assistance to manufacturers.Working closely with the product core team, focusing on the after-sales support and the support journey.Communicate with different stakeholders and project core team to assure the achievement of the communication flow and continuous improvement of the solution.Background & Experience
Bachelor's Degree in Computer Science, Information Technology, Engineering, Dental Technology, or a related field.
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