We are looking for a Support Consultant, Tier 3 with the knowledge of English language to join our energetic and multicultural team who will share our passion for solving problems and building strong relationships with our reselling partners and end-users around the world.
Areas of responsibility: * Provide reliable and efficient technical support on 3Shape hardware (3D scanners) and software via online sessions, telephone, e-mails and occasional on-site events. * Managing support cases: collect all relevant information from customers, according to the company’s procedures, and record this using the company`s CRM * Interact with other departments and escalate customer feedback further * Collaboration with other supporters for technical support for Clinic TRIOS software and hardware * General support case management: logging, prioritization, troubleshooting, potential escalation to other departments, closing, follow-up * Knowledge transfer * Creating and reviewing knowledge base articles and support documentation * Training — technical training and coaching of colleagues and reseller supporters
To succeed in your role, you should possess the following skills and competencies: * Advanced Microsoft Windows knowledge * Experience with the 3Shape product portfolio is a big plus * General networking knowledge incl. understanding the concepts of client-server installations Database (MSSQL or other) administration knowledge * Customer-oriented approach * Great analytical abilities and attention to detail, but keeping the overall goals in mind Ability to work independently with the desire to share knowledge with colleagues * Good communicator, asking the right questions and listening also to what is not being said. Intercultural skills
Being the part of us means: * Meaningful work that helps to change the future of dentistry * Work in a unique professional, friendly and supportive environment * Constant professional growth and development * A healthy work-life balance * Comprehensive benefits incl. 24 working days of annual vacation; medical insurance; paid sick leaves and child sick leaves; maternity and paternity leaves etc * Breakfasts and lunches in the office * Good working conditions in a comfortable office in UNIT.City * A parking lot with free spaces for employees * Occasional business trips to Western Europe * Opportunity to become a part of the success that 3Shape has created over the past 25 years.
