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For your reference, we have included the original job posting below.
Technical Support Analyst
Job Number:
44199470
Company Name:
Glidewell Laboratories (the world's largest dental laboratory)
Job Location:
Irvine, CA US
Job Category:
Information Technology
Technical Support Analyst
Glidewell Laboratories, the world's largest dental lab (leading in dental technology and dental manufacturing) is seeking a Customer Technical Support Representative in the IT department.
This is a full-time, permenant position with benefits (medical, dental, vision, 401k)
Responsibilities include (but not limited to):
* Responsible for customer ordering processing support which may include; researching, troubleshooting, analyzing, and resolving customer technical support issues.
* Answer Customer Support number during identified shift, ensuring calls answered within targeted service level timeframes
* Monitor Customer Support's Help Inbox for emails and identify, document and respond to requests immediately upon receipt
* Contact customer with updates via phone and email on status and problem resolution.
* Ensure cases owned by the individual are updated regularly and that the customer is updated on a regular basis given department practices
* Log all inbound and outbound activities (phone and email) into Call Tracking system
* Provides first and second-level support to customers. Escalate issues to IT, Customer Service, and Technical Advisors as required to resolve issues
* Interface with IT and QA Engineer to resolve complex web application issues
* Track, troubleshoot, update, escalate, and close customer support cases as appropriate
* Generate Bug reports and provide testing assistance to web developers and QA testers
* Use remote desktop control tools to assist and resolve customer issues
* Provide single point of contact to customer on all technical support issues
* Prioritize tasks to meet deadlines
* Meet department target objectives on response and resolution times
* Participate in new products technical support and delivery reviews
Minimum Requirements:
* Excellent written and oral communication skills in English. Must be able to effectively and comfortably communicate with all types of individuals.
* Strong working knowledge web applications and secure transfer of files over the internet
* Ability to troubleshoot applications using FTP, HTTPS, XML, HTML, JavaScript
* Ability to effectively work with tight schedules and fast paced environment to minimize problem impact on the customer
* Excellent analytical skills
* BA/BS Computer Science degree or equivalent experience
* Minimum of 3 years experience in a Customer Service department supporting external customer IT applications
* Experience supporting ERP systems
* Experience supporting web based applications using FTP, HTTPS, XML, .NET, JavaScript
* Experience working in a HIPAA regulated environment
* Experience logging inbound and outbound customer communications and escalating support issues
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