This position is Remote Summary This position is responsible to efficiently answer and troubleshoot customer calls, identify problem(s)/concern(s), provide suggestions on long-term solutions and document solutions in detail. Present a positive and professional image of Enterprise products and HS One to customers. Assist new trainees during their evaluation period. Act as a resource to other HS One support personnel. What you will do * Answer technical calls regarding Enterprise software: * Provide High-Quality Service - patiently walking customers through problems-solving steps. * Utilize available resources (knowledge base, call logs, other TSMs) to troubleshoot and diagnose customer's concerns. * Assist co-workers as needed in areas such as product knowledge, hardware basics, operating system basics, troubleshooting skills, customer service skills, time management, and organizational skills. * Participate in testing and/or reproducing customer's concerns in current applications. * 100% call ownership. Every call that comes should be handled by this technician until completely resolved. If a SHPR (Software Hardware Problem Report) or other method is required, call-backs and other PR (Public Relations) steps will be taken to assure customer satisfaction. Extensive research may be necessary. * Use proper dental, accounting, and computer terminology when performing support functions. * Maintain a limited amount of open calls. * Document information regarding technical calls: * Provide detailed and accurate call logs for every call received. * Document solutions, common calls, and concerns through the knowledge base, email, and/or other reporting methods available. * Maintain acceptable attendance and attitude: * Follow assigned work schedule accurately (including lunch). * Demonstrate a good working attitude. * Must remain professional on and off the phones. * Involved in self-improvement programs and special projects set forth in the department: * Develop area(s) of specialty as determined with manager - a minimum of one specialty area per quarter. * Develop and share ideas to improve support and product offerings. * Stay up-to-date on products and support product information. * Attend and participate in provided training. * Set goals to strengthen product knowledge and job skills. * Participate in special products that improve the service provided to Enterprise customers. * Participate in special projects that improve the service provided to our customers. * Exemplify desire for HSPS product and service success in the market. * Exhibit in-depth expertise of all Enterprise products - use the knowledge to handle customer problems and offer problem resolutions. * Maintain Enterprise Knowledge Base. * Handle important account issues: * Handle escalated offices with professionalism and patience. * May assist in demonstration of product to potential Enterprise customers. * Install software and upgrades for customers through networking channels. * May be asked to travel to offices for troubleshooting purposes in software, network, and hardware. * Assist training needs for the department and division: * Assist with new technician and team trainings. * May assist in training other technicians, Enterprise salespeople, and customers on the use of the Enterprise software. Qualifications: Must have: * Typically 4 or more years of related experience. * Typically... For full info follow application link.

Henry Schein, Inc.  is an Equal Employment Opportunity Employer and does not discriminate against applicants or employees on the basis of race, color, religion, creed, national origin, ancestry, disability that can be reasonably accommodated without undue hardship, sex, sexual orientation, gender identity, age, citi zenship, marital or veteran status, or any other legally protected status.