Dental Technician Global Support

This is a remote position.

We are currently looking for a Dental Technician to work for a dental manufacturing firm, responsible for providing 1st-level support and responding to inquiries from customers globally.

Work Arrangement

• During the first six (6) months of employment, the successful candidate is required to work onsite from Monday to Thursday for training and onboarding. Fridays are designated as Work-from-Home (WFH) for all employees.
• Upon successful regularization, the work arrangement will transition to a hybrid setup , requiring three (3) days onsite and two (2) days WFH per week.
  
• The onsite schedule will be determined by the immediate Supervisor/Manager based on business requirements.

Work Schedule

• This role primarily supports night shift operations .
• Candidates must be flexible with their working hours , as shift schedules may change depending on the region or country being supported and business requirements.

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

• With Dental Technician profession/expertise with a minimum of 5yrs years of experience.
  
• Expert knowledge and awareness of the Company's products and their usage
  
• Excellent 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 8 pm-5 am PHT.
  
• Must be flexible with the schedule
  
• Willing to attend an onsite training for at least 1 month.
  

Benefits

• Company stability
• Flexible Working Setup
• Government Mandated Benefits
• Guaranteed 14th-Month
• HMO with dependents
• Performance Bonus
• Vacation & Sick Leaves
  
• Retirement Plan