Dental Technician Support (Hybrid, Night Shift)

This is a remote position.

• 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.
  

Benefits

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