About this role
Ready to make an impact?
We develop, manufacture, and supply dental implants, clear aligners, instruments, CADCAM prosthetics and biomaterials for use in esthetic dentistry, tooth replacement and restoration solutions or to prevent tooth loss.
We empower our employees to perform and make an impact, to question the status quo, to drive change, to stay ahead of the competition. From the first Dental Implant in 1974 to the latest Digital Solution – we do things differently than others
We deliver innovation based on evidence. This is part of our employer culture as well as an exceptional team spirit that truly encourages diversity and a powerful “can-do” attitude.
#WeChangeDentistry every day. Be part of it.
Job Responsibilities:
- Provide proactive and reactive technical support to internal and external custom-ers (dental professionals) regarding inquiries related (but not limited) to the Strau-mann Group Digital solutions such as general issues, complaints or bugs, clinical workflow, usage, applications, connected pieces of solutions, platform, and gen-eral topics.
- Investigate and troubleshoot issues, log, register, document, and keep a record of every interaction in the respective ticketing tool assuring the attendance of Support KPIs, CSAT and QMS procedures
- Respond to inquiries via ticketing system, phone, chat, email and other channels, in a timely and professional manner
- Escalate unresolved issues to Senior Support or Development teams following de-fined workflows
- Manage licenses, including but not limited to license renew, invoice and updates
- Review case documentation and reproduce reported issues when applicable.
- Engage with cross-functional teams (such as QA, R&D, Engineering) for root cause resolution.
- Ensure thorough documentation of troubleshooting steps and resolution paths. Contributing to updates of internal knowledge base and technical documen-tation.
- Work on the validation of manufacturers’ implant libraries, supporting V&V (Verifi-cation & Validation) for compatibility testing and providing technical assistance to manufacturers.
- Recognizing complaints, collecting information, tracking and escalating it
- To be accountable and responsible for overall customer satisfaction related to the support cases
Essential requirements:
Education:
- IT Specialist, IT Systems Technician, Computer Science, Dental Technician, Den-tist or equivalent technical education with strong IT affinity.
Professional experience:
- 1+ years of experience in technical support, customer service, clinical support or similar role.
- Experience troubleshooting software and/or hardware issues.
- Experience using CRM and ticketing systems.
- Analytical mindset with strong problem-solving skills.
- Experience in digital dentistry or medical devices is considered an advantage.
- Fluency in English; additional languages are an advantage.
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or disability.