Software Support (SWS) Help Desk

Job Description

Working at Dentsply Sirona you are able to:

Develop faster – with our commitment to the best professional development.

Perform better – as part of a high-performance, empowering culture.

Shape an industry – with a market leader that continues to drive innovation.

Make a difference -by helping improve oral health worldwide.  

1.   Position Overview

The Customer Success – SWS is a member of the Customer Success Team in Australia and New Zealand.

With a one-team mindset and united approach, the priorities of this team are to deliver exceptional customer service and to provide a positive customer experience at all times.

The core responsibilities of the Customer Success – SWS are:

• to manage and triage all assigned Software Support calls,
• assign Software Support Cases to the correct SWS Technician,
• receive and manage incoming customer requests,
• coordinate with Field Service and Sales teams to ensure scheduled Software Support work is assigned and completed as required,
• Invoice and complete all SWS Cases and Work Orders

As a member of the Customer Success team, other related responsibilities may also be assigned from time to time and as deemed necessary.

1. Primary Objectives

• Management of incoming calls to the SWS phone call queue and email to case queue, achieving target rates of Call answering and response times to Cases.
• o Increase the speed of completion for the whole team by focusing on quick responses, correct allocation of jobs to Technicians, and escalation of jobs to the correct technical level.
• o Maintain a work schedule for the SWS team so that planned jobs are managed in conjunction with new jobs, and absences from the team are managed appropriately.
• o Ensure call data is correct in Salesforce, including contact details, accounts, priorities and notes/descriptions.
• o Invoicing of Work Orders is completed quickly, with guidelines used for invoicing values, notes being edited to ensure professional, easy to understand Technician notes are clear for our Customers.
• o Complete quotations and communicate to customer as required by the SWS team.
• o Attend to product complaints and customer complaints as per quality policy and processes
• o Positively influence the goals of the Company by always promoting the Company’s products and services.
• o Assist the other Customer Success teams as required by your manager.

     Knowledge

• Ensure ongoing improvements in functional and technical knowledge via self-directed learning and proactive involvement in training and personal research.
• Be an expert and assist in improving the DS SWS triage process, priority matrix, and escalation process.
• Ensure ongoing currency of systems and procedures via self-directed learning and proactive involvement in training as required.
• Ensure all assigned internal training is completed on time.

Teamwork

• Having a one team mindset is a cornerstone to overall success
• Attend and participate in team meetings as required
• All members of the team are expected to work collaboratively and provide back-up and support and share responsibility for completion of tasks as required.
• Work with all other areas of the business to ensure the excellent delivery of all products and services to Dentsply Sirona’s customer.
• Foster a one team culture and work as a team that reflects a solutions-focussed attitude and receives positive feedback from internal and external customers
• Work closely with colleagues within the business to identify and leverage opportunities to expand Dentsply Sirona business and drive related objectives.

Are you interested in this position?

Apply by clicking on the “Apply Now” button below!

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