Technical Support Specialist

hace 3 días

Barcelona, Barcelona, España Institut Straumann Ag A tiempo completo
About the Role

**Job Summary**

Institut Straumann Ag is seeking a highly skilled Technical Support Specialist to join our Global 2nd Level Support team. As a Technical Support Specialist, you will be responsible for providing expert technical assistance to internal and external customers, ensuring customer satisfaction, and helping customers make the most of our Straumann digital solutions.

Key Responsibilities
  • Provide proactive and reactive 2nd level support to subsidiaries, distributors, and customers regarding inquiries related to Straumann Digital solutions.
  • Diagnose and correct malfunctions described by the customer or support agent.
  • Follow up complex technical problems to level 3 (incident escalation) by coordinating the resolution with all stakeholders.
  • Identify and document interventions, ensuring data quality and keeping 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 for partner products and collaborate with the beta tester team.
  • Assist development by testing products under development and providing hardware and software feedback.
  • Drive customer satisfaction through timely, thorough, and accurate response.
  • Licence management, including but not limited to license renew, invoice, and updates.
  • Work on the validation of manufacturers' implant libraries, supporting VV (Verification Validation) for compatibility testing and providing technical assistance to manufacturers.
  • Work closely with the product core team, focusing on after-sales support, and the support journey.
  • Communicate with different stakeholders and project core team to assure the achievement of the communication flow and continuous improvement of the solution.
Requirements
  • Bachelor's Degree in Computer Science, Information Technology, Engineering, Dental Technology, or a related field.
  • Equivalent work experience in technical support or the dental industry may be considered.
  • 3 years of experience in a technical support role, with at least 2 years in 2nd-level support, preferably in the dental, medical, or healthcare technology sector.
  • Proven experience in troubleshooting software and hardware issues, specifically related to digital solutions in the dental industry (e.g., CAD/CAM systems, 3D printers, imaging software).
  • Familiarity with license management processes, including renewals, updates, and invoicing.
  • Nice to have: Experience with incident management and ticketing systems, including logging, tracking, and resolving customer issues and proficiency in using remote desktop support tools.
  • Knowledge of network configurations, software installations, and troubleshooting methods.
  • Understanding of clinical workflows in practices, especially implant related.
  • Experience in providing customer support for a SaaS or Cloud-based product.
Skills and Attributes
  • Fluent in English (other languages are an asset).
  • Strong verbal and written communication skills.
  • Strong analytical and problem-solving skills with a methodical approach to troubleshooting.
  • Exceptional communication skills, both verbal and written, with the ability to explain complex technical concepts to non-technical users.
  • Quick learner, agile, proactive, autonomous, and organized.
  • Familiar/friendly with technology and software.
  • Team player with an open and positive attitude as well as a high level of integrity, commitment, and ethics.
  • Comfortable working within a fast-paced, global business environment and different time zones.

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