Digital Support Specialist
Straumann Group (Thailand)
Thailand | Bangkok
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Last updated 1 week ago
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Digital Support Specialist
Straumann Group (Thailand) (Bangkok, Bangkok City, Thailand)
Bangkok,
Thailand
Every vision has its story, and ours began more than 60 years ago. Since then, our innovations and achievements have become landmarks in dentistry worldwide. Straumann began as a family-owned institute, grew into a publicly-owned holding, and today comprises a number of leading and talented companies around the world. Our vision has always been to create more than just smiles, but lasting confidence for dentists, labs, patients, employees, partners, dental networks and the global community.
About this position
The Digital First Level Support Specialist serves as the initial point of contact for Digital after sales service, providing timely and effective support to customers experiencing technical issues. This role requires troubleshooting basic issues and escalating complex problems as needed, with some travel required for onsite customer support.
Responsibilities
Customer Support
• Serve as the first point of contact for technical support inquiries via phone, email, chat, or ticketing system.
• Provide clear and concise instructions to resolve issues or guide users through troubleshooting steps.
Issue Trouble Shooting
• Identify, diagnose, and resolve common technical issues related to hardware, software, and network systems.
• Use available tools and resources to provide effective solutions.
Ticket Management
• Log all customer interactions and issue details accurately in the ticketing system.
• Track and monitor open tickets to ensure timely resolution.
Escalation And Collaboration
• Escalate unresolved or complex issues to second-level support or relevant departments.
• Collaborate with team members to improve problem-solving techniques.
Knowledge Management
• Maintain and update knowledge base articles and technical documentation for common issues.
• Share feedback and suggestions to improve service delivery and processes.
Customer Satisfaction
• Ensure a high level of customer satisfaction through prompt and professional communication.
• Follow up with users to confirm issue resolution and satisfaction.
Other Areas
• Update all existing customer database on monthly base.
• Prepare quotes for licensing renewal in advance (2 months) and quote to the customers systematically.
• Prepare the quote on the service fee/spare parts and any other related to DG after sales services.
• Follow up on all quotes related (8) (9) to close the case.
• Other duties as required.
Requirements
• Bachelor’s degree of Medical Device/Dental Technician or Computing/IT related field.
• Previous experience in dental or customer support, IT help desk.
• Strong technical skills and IT knowledge.
• English proficiency.
• Strong communication and interpersonal skills.
• Strong problem-solving and organizational abilities.
• Patience and customer-focused attitude.
• Team work skills.
