Provide reliable and efficient technical support on 3Shape hardware (3D scanners) and software via online sessions, telephone, e-mails and occasional on-site events.
Managing support cases: collect all relevant information from customers, according to the company's procedures, and record this using the company`s CRM.
Interact with other departments and escalate customer feedback further.
Collaboration with other supporters for technical support for Clinic TRIOS software and hardware.
General support case management: logging, prioritization, troubleshooting, potential escalation to other departments, closing, follow-up.
Knowledge transfer
Creating and reviewing knowledge base articles and support documentation.
Training – technical training and coaching of colleagues and reseller supporters.

Advanced Microsoft Windows knowledge
Experience with the 3Shape product portfolio is a big plus
General networking knowledge incl. understanding the concepts of client-server installations
Database (MSSQL or other) administration knowledge
Customer-oriented approach
Great analytical abilities and attention to detail, but keeping the overall goals in mind
Ability to work independently with the desire to share knowledge with colleagues
Good communicator, asking the right questions and listening also to what is not being said.
Intercultural skills

Support Consultant, Tier 3

Key skills