Dental Technician Global Support
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Experience Required:
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Job Summary
This is a remote position.
- During the first six (6) months of employment the successful candidate is required to work onsite from Monday to Thursday for training and onboarding. Fridays are designated as Work-from-Home (WFH) for all employees.
- Upon successful regularization the work arrangement will transition to a hybrid setup requiring three (3) days onsite and two (2) days WFH per week.
- The onsite schedule will be determined by the immediate Supervisor/Manager based on business requirements.
Work Schedule
- This role primarily supports night shift operations.
- Candidates must be flexible with their working hours as shift schedules may change depending on the region or country being supported and business requirements.
- Independent process-compliant transfer of customer inquiries from the Global Customer Care from the available communication channels if necessary upgrading of the automatically generated cases through targeted inquiries according to process specifications.
- Creation of cases in the available CRM system.
- Steer non-regulatory cases to the appropriate sub-process.
- Independently provide process-compliant support to customers using provided documentation and other tools from the system.
- Process-compliant (according to WI or further specifications) triggering of sub-processes within the scope of solution finding in the available CRM system.
- Complete process-compliant case logging in the CRM system available.
- Forwarding of the case to the technically correct 2nd level support if necessary as well as the further support of the case according to the process specification
- Participate in respective available Shopfloor meetings to create transparency with independent reporting as directed by the Board.
- 1st level support staff are responsible for the operational support of the telephone switchboard
- Taking over the telephone hotline outside business hours or if required by arrangement in the form of a stand-by service (emergency service)
- Assist other Aftersales departments with determining customer-related tasks.
- Assumption of any assistance tasks that may arise.
- With Dental Technician profession/expertise with a minimum of 5yrs years of experience.
- Expert knowledge and awareness of the Companys products and their usage
- Excellent English communication skills (both written and spoken).
- Customer friendly approach to telephone consultations
- Ability to work in a team with high stress resilience
- Must have stable internet connection (post-paid and not prepaid) at home for remote support/work when needed.
- Willing to be on-site for work/meetings in Nuvali Sta. Rosa when necessary.
- Willing to work during North America business hours 8 pm-5 am PHT.
- Must be flexible with the schedule
- Willing to attend an onsite training for at least 1 month.
- Company stability
- Flexible Working Setup
- Government Mandated Benefits
- Guaranteed 14th-Month
- HMO with dependents
- Performance Bonus
- Vacation & Sick Leaves
- Retirement Plan
Required Skills:
With Dental Technician profession/expertise with a minimum of 5yrs years of experience. Expert knowledge and awareness of the Companys products and their usage Excellent English communication skills (both written and spoken). Customer friendly approach to telephone consultations Ability to work in a team with high stress resilience Must have stable internet connection (post-paid and not prepaid) at home for remote support/work when needed. Willing to be on-site for work/meetings in Nuvali Sta. Rosa when necessary. Willing to work during North America business hours 8 pm-5 am PHT. Must be flexible with the schedule Willing to attend an onsite training for at least 1 month.
Required Education:
With Dental Technician profession/expertise with a minimum of 5yrs years of knowledge and awareness of the Companys products and their usageExcellent English communication skills (both written and spoken).Customer friendly approach to telephone consultationsAbility to work in a team with high stress resilienceMust have stable internet connection (post-paid and not prepaid) at home for remote support/work when needed.
