Software Support

Requistion ID: 78732

1. Position Overview

The Software Support team is the telephone face of the Software Help Desk, receiving customer calls for software issues for all dental equipment sold by the business. The Software Support Specialist provides a key link between Dentsply Sirona’s clients and the organisation. They are responsible for providing excellent customer service by receiving, administering, and resolving all software related equipment issues on all inbound calls and making follow-up outbound calls post equipment resolution to evaluate customer satisfaction.

2. Primary Objectives and Specific Accountability:

• Provide phone IT software support and technical advice as it relates to Dentsply Sirona equipment products for our customers, sales and service teams
• Remote support, log in to customer platforms whilst the customer is on the phone
• Perform software pre-installs, installations, fault diagnostics, repairs and software migrations
• Diagnose technical issues and communicate with the broader software support team as needed

Knowledge

• Ensure ongoing currency of functional and technical knowledge via self-directed learning and proactive involvement in training and personal research
• Ensure ongoing currency of systems and procedures via self-directed learning and proactive involvement in training as required

Teamwork

• Work as part of a team, providing back up and support and sharing responsibility for completion of tasks as required

Health and Safety

• Adhere to all health and safety procedures and policies to ensure a safe working environment
• Proactively identify and report safety and health risks to ensure continuous improvement of occupational health and safety practices
• Wear all personal protective equipment as required
• Maintain awareness and understanding of internal safety procedures and adhere to these at all times
• Proactively report and manage safety issues

3. Position Dimensions

Number of positions reporting to this position is varied dependent on size and complexity of the region

• Number of direct reports; Nil
• Number of matrix reports; Nil

4. Decision making authority

• Reviewing policies and procedures and making recommendations as required
• Approval as per Finance authority matrix

5. Relationships

• All Dentsply Sirona employees
• Sales Specialist
• Forging & maintaining relationships with customers as required

6. Experience / Qualifications (if key requirement of the role)

• Installation of software applications
• PC firewalls
• Experience with local area networks (LANs), SQLs
• Exceptional IT support skills – responding to customers per established service level agreements
• Proven ability to work successfully across multiple clients
• Familiarity with the creation of help desk tickets, routing and escalation of tickets.
• Excellent communication skills as the role will include the professional interface between our external customers and internal sales and service teams
• Knowledge of the Dental market and equipment would be desirable
• Knowledge of Sidexis software would be desirable
• Tertiary Qualification – Degree or Diploma in a related field would be well regarded 
• Minimum 6 months Level 1 Help Desk experience or a similar role

7. Skills

• Maturity of judgement and discretion
• Excellent attention to detail
• Capacity to operate independently
• Excellent communication skills – both written and verbal
• Advanced level computer skills with proficiency in the MS Office suite (Excel, Word, Powerpoint and Access)
• Strong interpersonal skills with a demonstrable ability to work within a changing environment
• Willingness to contribute to and support team goals
• Excellent organisational and time management skills
• Ability to prioritise conflicting workloads and multitask
• High levels of personal drive and motivation