Customer Support Representative

The Carestream Dental Customer and Service Representative is responsible for providing support assisting our US and Canada customers with any inquiry and / or redirecting the call to specialized support to provide solutions to all questions or problems that may arise with Hardware and/or Software products billing.

The Customer and Service Representative will provide support to technicians by verifying warranty status and creating product replacement orders.

The Customer and Service Representative will also assist customers in managing their Electronic Services accounts.

* Manages Customers relationship through providing daily operational support via e-mail and telephone.

* Acts as one contact to the Customers, communicating all relevant information and ensuring customer satisfaction * Answer all operational and administrative questions and inquires from dealer, end customer or internal stakeholders * Documentation and tracking of all requests and calls in CRM Platform * Deals with orders and queries received from the Customers in agreed timescales with high accuracy level * Login to Automatic Call Distribution and ensure line coverage throughout the working hours * Ensures that agreed service levels are met.

* Prioritize the daily activities taking into consideration the difficulty level and TAT * Deals with the urgent requests received from the Customers and keeps all relevant people up to date * Cooperate cross-functionally with other teams (Finance, Logistics, Sales, Customer Care, and others) and follow-up so the requests is closed with an appropriate resolution * Assist external customers with their billing questions, method of payment updates and cancellations (Change to Maintenance) and issue credits (up to certain amount) Assist External customers with account updates (Licenses File Change LFC). * Provide support to internal/external customers with warranty and/or contract status for hardware/Software.

* Participation in the all Product related trainings and become familiar with company’s portfolio and business model * Build and refresh a profound knowledge of all existing processes * Deals with the escalations received from the customers in the agreed SLAs under the Operational Team Manager supervision, SME and or CC.

* Maintain 100% compliance with all external and internal procedures..

* Highschool Degree * English (Fluent), Second Language is an advantage * 1.5-3 years’ experience working in a customer service environment * Excellent Service Attitude * Excellent communication skills * Speed and accuracy in data capturing * Proven ability to multitask * Critical thinking, Proactive and Problem solving * Able to work in a fast pace environment * Experience in Microsoft Office Package * General SAP, CRM (Clientele or others), PureCloud and SharePoint knowledge would be a plus * Ability to work in a team environment * Understanding of Technical Products, Radiology and Digital is a plus * Flexible to work in shifts including day shifts and night shifts.

Equal Opportunity Employer Minorities/Women/Protected Veterans/Disabled

Full-time