Orascoptic ยท 1 day ago
Technical Support Representative
Madison, WI
Full-time
Onsite
Entry Level
$17.20/hr - $23.30/hr
1+ years expOrascoptic is a medical devices company providing dental headlights selling services, and they are seeking a Technical Support Representative. The role involves responding to customer inquiries, processing orders, and collaborating with various departments to ensure customer satisfaction.
Health CareManufacturingMedical
Responsibilities
Answers inbound customer calls and emails related to placing orders, order status, product information, or pricing
Regularly monitors emails and ensures department goals are met while providing exceptional customer service
Processes customer orders and complaints in ERP system (Oracle) promptly and accurately
Proactively informs leadership of any foreseen issues or challenges
Effectively collaborates with multiple departments such as logistics, trade compliance, regulatory affairs, supply chain, and sales when needed to resolve customer issues
Create and maintain customer accounts
Attends, understands, and actively participates in daily department Key Performance Indicator (KPI) meetings
Meets individual metric standards such as monthly goals, available/ready phone time, inbound talk time, and service levels
Engage customer through outreach to ensure product satisfaction
Resolves technical issues over the phone or via video conference and prepares Return Merchandise Authorizations (RMA) as needed
Recommends specific products to proactively close phone sales
Participate in continuous improvement activities under the Envista Business System (EBS) to contribute to a high-performing team while meeting customer satisfaction
Complete annual compliance trainings via computer
Attends required department trainings or events on and offsite when needed
Follows company policies and procedures including quality and safety
Qualification
Required
High school diploma or equivalent required
Minimum of 1-year relevant customer service work experience required
Proficient with Microsoft Office including Outlook, Word, and Excel (basic) required
Proven success in quickly learning computer systems required
Excellent data entry accuracy and strong attention to detail required
Effective verbal and written communication skills in English required
Proficiency in reading and interpreting documents in English required
Proven success in prioritizing assigned work required
Ability to gather, understand, and interpret information required
Good analytical and conceptual thinking skills required
Ability to troubleshoot to resolution required
Ability to build and maintain good rapport and handle situations with confidence, tact, and resourcefulness required
Customer-centered mindset and ability to effectively deescalate emotions required
Preferred
Experience providing customer service to international customers, highly preferred
Optical or Dental background preferred but not required
Benefits
Annual performance bonus
Medical/dental/vision benefits
401K match
Company
Orascoptic
Orascoptic is a medical devices company providing dental headlights selling services.
51-200 employees
Funding
Current Stage
Growth StageRecent News
GlobeNewswire News Room
2024-11-28
Dentistry Today
2023-12-24
Company data provided by crunchbase