ESSENTIAL DUTIES AND RESPONSIBILITIES

• Provide support to internal customers in the areas of IOS, ITero, IOC, Orthocad and troubleshooting any of these software in their different interactions with IDS or Clincheck software,
• Assist with review of power point presentations, digital images and scans for marketing and/or sales materials as well as clinical education materials related with IOS, Itero, IOC and Orthocad.
• Investigation and Analysis of Clinical/Software/Hardware-related customer inquiries,complaints and trouble-shooting .
• Accurately and thoroughly document information in the company’s database(s) about each contact they handle following defined parameters.
• Ensure timely resolution to customer contact issue whether in-bound or out-bound.
• Be alert to trends in requests and issues reported by customers. Research information to answer inquiries from customers and share learning’s with departmental peers and management
• Participate on weekly meeting with the team to identify issues, measure data and provide results
• Troubleshooting or forward the issue to RDITG.
• Work closely with the developers to find the best solution and support customized integration.
  
  
  Additional job responsibilities:
• Follows all departmental and company procedures as indicated in quality, administrative, or other systems
• Comply with all safety policies, practices and procedures. Report all unsafe activities to supervisor and/or Human Resources.
• Participate in proactive team efforts to achieve departmental and company goals. Perform other duties as assigned
• Work in cooperation with the support team to create a total service experience for ourcustomers.

To perform this job successfully, an individual must be able to perform each essential dutyb satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform

• Excellent verbal and written English communication skills
• One of the following European languages; German, Spanish, Italian – a plus
• Experience supporting international customers
• Outstanding customer service skills and attitude
• Troubleshooting skills and flexibility
• Computer operating basic knowledge - MS Office - required
• Excellent ability to cope with stressful situations
• Ability to work in ambiguity and adjust to changing situations
• Ability to make decisions in an independent manner
  
  
  Technical Skills
• Minimum 3 years of experience in a Customer Service organization
• 3+ years of experience providing support for internet applications, websites, ISPs etc.
• 2+ years of experience designing and developing HTML
• 2+ years experience providing 2 nd level IT support and desktop support 5. Extensive experience working in a Windows XP, Windows 2000 environment
• Past experience working with graphics intensive 3D programs a plus
  
  
  Education and work experience
• Working in an international environment is a plus. Special emphasis on working with US companies
• Excellent communication skills in English. Ability to work with distributed teams in different time zones.
• Excellent organizational skills
• Some travel may be required

This position requires a strong service knowledge and attitude to bring the best support to XXX customers

The candidate should possess a combination of hands-on experience, service attitude with high level of communication skills; ability to listen and understand customers' needs, ability for troubleshooting and if necessary, forward the problem to the capable department/person and return to the customer with integrated solution, ability to create and maintain long lasting professional relationships by phone, emails and in face to face meetings.

The best candidate should be able to work in a flexible, fast-paced, changing and sometimes stressed environment. The position will work closely with the European customers, Europe CS staff and Israel