Operating Company: DEXIS
Location: Quakertown,PA,US
Date Posted: May 23, 2024
Req Number: R5019850

Job Description:

The primary function of this position is to support and perform complex database services related to DEXIS products, by answering customer questions or resolving issues in a support center environment. Database services include migrations from an existing database to a new one and performing PMS ID renumberings in the existing imaging database. This role mentors other Tech Support team members, handles customer escalations and executes technical projects.

Essential Duties and Responsibilities:

• Troubleshoot basic and advanced software/hardware issues with internal and external customers via phone, email, chat, and remote control/assist software.
• Answer technical and how-to use inquiries.
• Document customer interaction notes and complaints in appropriate systems.
• Own the customer issue to resolution, escalating when appropriate.
• Provide fast response and maintain a high level of professionalism at all times.
• Provide escalation case reporting to management.
• Mentor and support Tech Support team members.
• Manage escalations based on assigned territory.
• Build and maintain a knowledge base.
• Assist with technical projects, such as conversions and renumberings.
• Assist with other duties or projects as assigned.
• Timely and successful completion of all corporate compliance courses.

Job Requirements:

The Database Support Analyst must have excellent verbal and written communication skills, be a self-starter, self-sufficient, independent thinker, and enthusiastic. The candidate must have strong interpersonal phone and email skills and be customer-focused while resolving and troubleshooting customer issues. They must be able to support and perform complex technical duties related to DEXIS products, by answering customer questions or resolving issues in a support center environment. This role mentors other Tech Support team members, handles customer escalations, and executes technical projects.

Minimum requirements

• High school diploma or equivalent
• 3 – 4 years of experience in troubleshooting computer software/hardware, help desk, or phone support in a technical-related field
• One year of experience in supporting the DEXIS product line
• Advanced troubleshooting and administration knowledge of Windows operating systems, file structure, permissions, hardware peripherals, databases, and networks
• Excellent verbal and written communication skills necessary to troubleshoot equipment by phone with service technicians, as well as solve application problems with the end users
• Experience with Microsoft Office
• Must be available to work standard departmental support hours
• Must be available to work holidays and overtime, as dictated by business needs

Target Market Salary Range:

Actual compensation packages take into account a wide range of factors that are unique to each candidate, including but not limited to geographic location; skill sets; relevant education and certifications; depth of experience; performance; and other business and organizational needs. The disclosed reasonable estimate has not been adjusted for the applicable geographic differential associated with the location at which the position may be filled. At Envista, it is not typical for an individual to be hired at or near the top of the range for their role and compensation decisions are dependent on the facts and circumstances of each case. The total compensation package for this position may also include an annual performance bonus, medical/dental/vision benefits, 401K match, and/or other applicable compensation plans.

$22.60 – $27.50 per hour

Operating Company:

DEXIS

Envista and all Envista Companies are equal opportunity employers that evaluate qualified applicants without regard to race, color, national origin, religion, sex, age, marital status, disability, veteran status, sexual orientation, gender identity, or other characteristics protected by law. The “EEO is the Law” poster is available at: http://www.dol.gov/ofccp/regs/ compliance/posters/pdf/eeopost.pdf.

Envista and its family of companies (Envista) will not accept unsolicited resumes from any source other than directly from a candidate. Envista will consider unsolicited referrals and/or resumes submitted by vendors such as search firms, staffing agencies, professional recruiters, fee-based referral services and recruiting agencies (Agency) to have been referred by the Agency free of charge and Envista will not pay a fee for any placement resulting from the receipt such unsolicited resumes. An Agency must obtain advance written approval from Envista's internal Talent Acquisition or Human Resources team to submit resumes, and then only in conjunction with a valid fully-executed contract approved by the Global Talent Acquisition leader and in response to a specific job opening. Envista will not pay a fee to any Agency that does not have such agreement and written approval in place.