Job Responsibilities
Provide proactive and reactive technical support to internal and external customers (dental professionals) regarding inquiries related (but not limited) to the Straumann Group Digital solutions such as general issues, complaints or bugs, clinical workflow, usage, applications, connected pieces of solutions, platform, and general topics.- Investigate and 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
- Respond to inquiries via ticketing system, phone, chat, email and other channels, in a timely and professional manner
- Escalate unresolved issues to Senior Support or Development teams following defined workflows
- Manage licenses, including but not limited to license renew, invoice and updates
- Review case documentation and reproduce reported issues when applicable.
- Engage with cross-functional teams (such as QA, R&D, Engineering) for root cause resolution.
- Work with 3rd party technical support teams to resolve customer issues.
- Ensure thorough documentation of troubleshooting steps and resolution paths. Contributing to updates of internal knowledge base and technical documentation.
- Work on the validation of, supporting V&V (Verification & Validation) for compat-ibility testing and providing technical assistance to manufacturers.
- Recognizing complaints, collecting information, tracking and escalating it
- To be accountable and responsible for overall customer satisfaction related to the support cases
- Work closely with and develop positive working relationships with Customer Services, Sales /Field Team, and Logistics, as well as distributors to maintain collaborative and thriving relationships.
- Other duties as assigned.
Qualifications
High School Diploma- 2+ years of experience in customer service or customer-facing role
- Analytical and investigative skills in a multiproduct environment
- Experience with CRM/ticketing systems; dental/medical device background is a plus
- Fluency in English, French, (spoken and written).
- Fluency in Spanish or German is a plus.
- Preferred qualification Dental industry background or experience (implants, abutments, crowns, bridges, or other prosthetic devices) and/or digital dental equipment (Scanners, 3D Printers).
- Preferred 1+ years of experience in a technical role and 1+ years of experience in technical product support.
- Preferred qualification IT specialist, Customer Service
Work location: Madrid. Hybrid working: 3 days office based and 2 days remote working/week.
Please apply with an English CV/Resume.
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or disability.
Employment Type: Full Time
Alternative Locations: Spain : Madrid
Travel Percentage: 0 - 10%
Requisition ID: 20450
