Database Support Representative

United States of America, Pennsylvania, Quakertown

Full time

R5027308

Job Description:

The main responsibility of this position is to support and execute database services for DEXIS software. Database services include converting older imaging databases and third-party data to newer DEXIS imaging software, database merges, and performing PMS ID renumberings in the current imaging database. This role also manages customer escalations, carries out technical projects, and mentors other Tech Support team members on supporting imaging databases.

Essential Duties and Responsibilities:

o Troubleshoot basic and advanced software and hardware issues with internal and external

customers through phone, email, chat, and remote control or assistance software.

o Respond to technical and how-to questions regarding software installations, conversion, data

migrations and backups.

o Document customer interaction notes and complaints in appropriate systems.

o Own the customer issue to resolution, escalating when appropriate.

o Deliver prompt responses and uphold a high level of professionalism at all times.

o Provide detailed escalation reports to management, including specific incidents, actions taken,

and recommended solutions.

o Support other team members by assisting them with troubleshooting, customer inquiries, and

technical escalations to ensure efficient resolution of issues and maintain high customer

satisfaction.

o Manage escalations that have been assigned to you, including prioritizing, addressing, and

resolving each case efficiently to ensure timely resolution.

o Build and maintain a knowledge base.

o Assist with technical projects, such as conversions and renumberings.

o Assist with other duties or projects as assigned.

o Timely and successful completion of all corporate compliance courses.

Job Requirements:

The Database Support Specialist must have excellent verbal and written communication skills, be a self-starter, self-sufficient, independent thinker, and enthusiastic. The candidate must have strong interpersonal phone and email skills and be customer-focused while resolving and troubleshooting customer issues. They must be able to support and perform complex technical duties related to DEXIS products, by answering customer questions or resolving issues in a

support center environment. This role mentors other Tech Support team members, handles customer escalations and executes technical projects.

Minimum requirements

o High school diploma or equivalent

o 1 – 2 years of experience in troubleshooting computer software/hardware, help desk, or phone

support in a technical-related field

o Advanced troubleshooting and administration knowledge of Windows operating systems, file

structure, permissions, hardware peripherals, databases (SQL, Flat-file, PostgresSQL), and

networks.

o Excellent verbal and written communication skills necessary to troubleshoot equipment by

phone with service technicians, as well as solve application problems with the end users

o Experience with Microsoft Office

o Must be available to work standard departmental support hours

o Must be available to work holidays and overtime, as dictated by business needs

IND123

Target Market Salary Range:

Actual compensation packages take into account a wide range of factors that are unique to each candidate, including but not limited to geographic location; skill sets; relevant education and certifications; depth of experience; performance; and other business and organizational needs. The disclosed reasonable estimate has not been adjusted for the applicable geographic differential associated with the location at which the position may be filled. At Envista, it is not typical for an individual to be hired at or near the top of the range for their role and compensation decisions are dependent on the facts and circumstances of each case. The total compensation package for this position may also include an annual performance bonus, medical/dental/vision benefits, 401K match, and/or other applicable compensation plans.

$27.70 - $33.80 per hour

Operating Company:

DEXIS

Envista and all Envista Companies are equal opportunity employers that evaluate qualified applicants without regard to race, color, national origin, religion, sex, age, marital status, disability, veteran status, sexual orientation, gender identity, or other characteristics protected by law. The “EEO is the Law” poster is available at: http://www.dol.gov/ofccp/regs/ compliance/posters/pdf/eeopost.pdf.

Envista and its family of companies (Envista) will not accept unsolicited resumes from any source other than directly from a candidate. Envista will consider unsolicited referrals and/or resumes submitted by vendors such as search firms, staffing agencies, professional recruiters, fee-based referral services and recruiting agencies (Agency) to have been referred by the Agency free of charge and Envista will not pay a fee for any placement resulting from the receipt such unsolicited resumes. An Agency must obtain advance written approval from Envista's internal Talent Acquisition or Human Resources team to submit resumes, and then only in conjunction with a valid fully-executed contract approved by the Global Talent Acquisition leader and in response to a specific job opening. Envista will not pay a fee to any Agency that does not have such agreement and written approval in place.

Envista is a global family of more than 30 trusted dental brands, united by a shared purpose: to partner with professionals to improve lives. Envista helps its customers deliver the best possible patient care through industry-leading dental consumables, solutions, technology, and services. Our comprehensive portfolio, including dental implants and treatment options, orthodontics, and digital imaging technologies, covers an estimated 90% of dentists' clinical needs for diagnosing, treating, and preventing dental conditions as well as improving the aesthetics of the human smile. Envista companies, including DEXIS, Kerr, Nobel Biocare and Ormco, partner with dental professionals to help them deliver the best possible patient care.

Envista became an independent company in 2019. We brought with us the proven Envista Business System (EBS) methodology, an experienced leadership team, and a strong culture grounded in continuous improvement, commitment to innovation, and deep customer focus to meet the end-to-end needs of dental professionals worldwide. Envista is now one of the largest global dental products companies, with significant market positions in some of the most attractive segments of the dental products industry. For more information, please visit www.envistaco.com .