OBJECTIVE:This position reports to the Digital Usage and Sales Support Manager. The Digital & Customer Success Specialist is responsible for providing 1st line helpdesk technical support to Straumann Group customers, assisting them with hardware and software problems via central phone system, ServiceCloud / Salesforce, and TeamViewer.In addition, they will help our customer achieve their desired outcomes through software, hardware, and solution guidance. They will also understand the customer needs and provide value through insights, solution demos and consultation.This role will be 80% office or home based, and 20% field and project based with the need for off-site activities as listed below:Equipment & Software demonstrations.Capital equipment installation and staff training.Dental exhibitions & digital education.Onsite troubleshooting.KEY RESPONSIBILITIES:Provides immediate and direct technical telephone support using workspace. Support products including but not limited to:Rapidshape P-Series PRO20, PRO30 and PRO503Shape, full range of Trios Scanners & limited Studio Apps supportStraumann SiriosFull Straumann Group prosthetic portfolio as well as CADCAM Solutions incl, Createch, Cares and 3rd party connectivitySoftware and Service Solutions incl. coDiagnostiX, Smilecloud, Smile in a Box, Straumann AXSRemote support using our internal ticketing system and remote access tools; TeamViewer.Helping customers to adopt and use our product and service to its full potential.
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