Job Description:

　　Join our Team! DEXIS is looking for individuals who work their best, help others, and commit to helping us improve our customer lives and celebrate the difference in others. We have several new and exciting opportunities available as we expand our Customer Care team into Costa Rica!

　　Who is DEXIS and why should you join the team?

　　We are the leading manufacturer and distributor of innovative dental imaging equipment, software, and solutions. We offer meaningful work through innovation, diverse opportunities, and career progression.

　　We offer:

　　Competitive Pay and Bonuses.

　　Vacation, Sick leave, and Paid Holidays.

　　Employee Referral Program

　　Competitive leave policies including Sick, Bereavement and Maternity/Paternity Leave

　　Medical, Dental, and Vision Insurance Benefits

　　Community involvement opportunities & employee appreciation events.

　　State of the art, climate-controlled facility.

　　Gourmet coffee, beverages, snacks, and lunches are available in our café.

　　Employee Lounge with ping-pong table and football table for downtime and employee fun!

　　Where are we?

　　Just a few minutes from the center of the capital, our office is in the WeWork building located in the exclusive West area of San Jose. We are within the Escazu Village Torre 2 complex, which has excellent restaurants, a gym, a commercial and residential area. The building has beautiful views of the mountains and the city and is conveniently located next to Route 27.

　　The building has a growing, energetic, and diverse mix of professionals spanning several industries. Plus, a modern and open atmosphere to support strong personal and professional relationships.  

　　Learn more about our site by visiting: https://www.wework.com/buildings/escazu-village--san-jose--costa-rica

　　Position Summary

　　The primary function of this position is to support independent accounts and perform complex technical duties related to all DEXIS products, by answering customer questions or resolving issues in a support center environment.

　　The is an in-office position with staggered shifts between core departmental hours of 7:00am - 5:00pm CT, Monday - Friday in order to support US/Canadian customers. This position may be required to work holidays and overtime as dictated by business needs.

　　All positions are onsite for the first 3 months (including training), after 3 months there is a possibility of WFH according to performance.

　　ESSENTIAL DUTIES AND RESPONSIBILITIES:

　　Investigate, analyze, and resolve complex support requests with internal and external customers via phone, email, chat, and remote control/assist software.

　　Take ownership of the customer issue to resolution.

　　Document session notes and complaints in appropriate systems.

　　Provide fast responses and always maintain an elevated level of professionalism.

　　Support multiple products.

　　Document session notes and complaints in appropriate systems.

　　Perform other duties or special projects as assigned.

　　Must consistently deliver results and meet KPI’s, Metrics and Quality standards.

　　Job Requirements:

　　This position will require strong interpersonal phone and email skills and a strong customer focus resolving and troubleshooting customer issues. It will include troubleshooting equipment by phone and with service technicians and solving application problems with the end user that may or may not be comfortable using a computer.

　　MINIMUM REQUIREMENTS

　　High school diploma or equivalent

　　1-2 years technical support and/or customer service experience

　　B2 proficiency level in English speaking as defined by the CEFR scale 

　　B2 proficiency level in French speaking as defined by the MCERL scale 

　　Experience in troubleshooting and installation of computer software/hardware and remote desktop solutions via help desk, or phone support in a technical-related field.

　　Experience in troubleshooting network environments IE... TCP/IP, LAN, DNS, Client/Server configuration, user permissions.

　　Experience supporting Microsoft Windows versions & Microsoft Server

　　Basic Understanding of MS SQL.

　　*PREFERRED REQUIRMENTS *

　　CompTIA A+ certification, CompTIA Net+ certification, MCSA Windows certification or equivalent

　　Customer service training/courses

　　Knowledge of dental X-ray software and equipment

　　Experience troubleshooting with the MAC Parallel environment

　　Basic knowledge of virtual computing concepts

　　Basic Knowledge of HIPAA

　　RELATIONSHIPS :

　　Internal relationships:

　　Reports to the Technical Support Supervisor

　　Frequently interacts with all functional departments

　　External Relationships:

　　Frequently interacts with customers and partner dealersOperating Company:

　　DEXIS

　　Envista and its family of companies (Envista) will not accept unsolicited resumes from any source other than directly from a candidate. Envista will consider unsolicited referrals and/or resumes submitted by vendors such as search firms, staffing agencies, professional recruiters, fee-based referral services and recruiting agencies (Agency) to have been referred by the Agency free of charge and Envista will not pay a fee for any placement resulting from the receipt such unsolicited resumes. An Agency must obtain advance written approval from Envista's internal Talent Acquisition or Human Resources team to submit resumes, and then only in conjunction with a valid fully-executed contract approved by the Global Talent Acquisition leader and in response to a specific job opening. Envista will not pay a fee to any Agency that does not have such agreement and written approval in place.

　　Envista is a global family of more than 30 trusted dental brands, united by a shared purpose: to partner with professionals to improve lives. Envista helps its customers deliver the best possible patient care through industry-leading dental consumables, solutions, technology, and services. Our comprehensive portfolio, including dental implants and treatment options, orthodontics, and digital imaging technologies, covers an estimated 90% of dentists' clinical needs for diagnosing, treating, and preventing dental conditions as well as improving the aesthetics of the human smile. Envista companies, including DEXIS, Kerr, Nobel Biocare and Ormco, partner with dental professionals to help them deliver the best possible patient care.

　　Envista became an independent company in 2019. We brought with us the proven Envista Business System (EBS) methodology, an experienced leadership team, and a strong culture grounded in continuous improvement, commitment to innovation, and deep customer focus to meet the end-to-end needs of dental professionals worldwide. Envista is now one of the largest global dental products companies, with significant market positions in some of the most attractive segments of the dental products industry. For more information, please visit www.envistaco.com .