2Nd Level Technical Support Specialist

hace 2 meses

Zaragoza, España Institut Straumann Ag A tiempo completo

.ABOUT STRAUMANNHeadquartered 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 tech-niques in our field, we have a tradition of doing more to advance dental regeneration, restora-tion 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 ROLEStraumann partners with passionate people who fit in with the agile dynamics of our sized-for-success company.People at Straumann appreciate the opportunity to shape our future and create impact. Encouraging leadership and inspiring ideas from our people have guided us through our proud history of pioneering innovations.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 surge 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.All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or disability.You will be responsible forProvide 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 complete 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

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