Job description

This is a remote position.

We are currently looking for a Dental Technician to work for a dental manufacturing firm who will be responsible for providing a 1st level support and inquiry to customers globally.

KEY RESPONSIBILITIES

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.

Requirements

Completed the Degree in Dental Technology
With a minimum of 5 years experience as a Dental Technician
Customer friendly approach to telephone consultations
Tech Savy, the role will involved using Outlook, MS Office App thus s/he must know how to navigate/use them
Must be knowledgeable with the following: Pressing Machines, Furnaces, Sintering, Milling and other Denture Products
Ability to work in a team
High-stress resilience
Average to good 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 8pm-5 am PHT (night shift)
Must be flexible with the shifting schedule
Willing to attend an onsite training for at least 1 month.