Digital Technical and Customer Data Support Representative

Job Description:

Ormco is searching for a passionate, energetic individual to join the Digital Technical Support team. The focus for the Digital Technical and Customer Data Support Representative will be on providing excellent service and technical support, building and maintaining relationships and working closely and accurately within established guidelines. We are looking for a well-rounded bilingual service professional with a hands-on mentality as well as outstanding communication and problem-solving skills. You will be working in an environment based on teamwork, respect, performance, and responsibility. This is a unique opportunity to join a successful business within Envista with growth opportunities.

Primary Duties and Responsibilities:

• Develop and foster customer relationships through professional, courteous, and efficient service for all basic customer experience requests by phone or e-mail.
• Ensure the efficient and accurate completion of all basic customer transaction requests including ticket issue resolution and expedited production.
• Resolve customer case status inquiries, concerns and complaints either directly or by referring to another team member as needed.
• Develop and maintain productive, professional cross-functional working relationships.
• Maintain and work within Jira, Insignia and Spark Support CRM e-mail inboxes, addressing emails and incoming Insignia Support calls, in a timely manner.
• Work closely with Customer Success and the Customer Data Analytics Team, to ensure customer address data and new accounts are entered, updated and maintained properly.
• Collaborate with the Manager to comply with data quality KPI metrics, and proactively identifying root cause and participate in countermeasures.
• Contribute to continuous improvement of Insignia Support and data management processes and user enablement.
• Adhere to customer support and data customer data standards, definitions, and business rules.
• Support data governance processes, including HIPAA/GDPR and privacy-related requirements.
• Provide 2nd-level support for customer portal and data issues affecting Customer Care, CRM, ERP, and downstream systems.
• Maintain and update process documentation, standard operating procedures (SOPs), and training materials related to customer data management.
• Act as a utility team player and support tasks or projects for Customer Second Level Support team, and occasional Pricing tasks when Technical tasks bandwith allows.
• Receives and addresses ERP ticket issues, Insignia/Spark/ODB product and service status requests, collaborate with cross-funcitonal departments for further investigation.

Job Requirements:

Qualifications

EDUCATION/EXPERIENCE:

• Bachelor degree Required
• 2+ years customer service or customer data functions experience is strongly preferred.
• Dental and/or orthodontic knowledge is preferred.
• Fluency in professional English speaking and written communications are required.

Qualified applicants will possess:

• Relentlessly customer focused; uncovers customers’ needs uses these insights to drive problem solving.  Balances needs of customers with the needs of the organization.
• Creates followership through collaboration. Creates strong commitment and promotes open dialogue.
• Ability to prioritize tasks in real time and exercise judgment.
• Clear and organized communications skills (written and verbal).
• Proven work ethic demonstrating perseverance and consistency.
• Ability to learn quickly and problem solve according to provided guidelines and templates
• Proven follow-up skills. Knows how to close the loop on open issues. Keeps tabs on multiple projects and completes accordingly.
• Working knowledge of Microsoft Office Suite, including Microsoft Outlook, Word, Excel, Power Point, Jira, Oracle ERP, and CRM.

Operating Company:

Ormco is a global leader and innovator of high-quality orthodontic products and solutions, including brackets and wires. For more than 60 years, our team has partnered with the orthodontic community to help create over 20 million smiles in more than 140 countries. We build trusted relationships. Each one is rooted in respect and understanding. We take that approach when we help orthodontists achieve their clinical and practice management objectives. We take the same approach when we help our team bring their personal best to work each day, ready to make a difference and reach their full potential.

Envista and its family of companies (Envista) will not accept unsolicited resumes from any source other than directly from a candidate.  Envista will consider unsolicited referrals and/or resumes submitted by vendors such as search firms, staffing agencies, professional recruiters, fee-based referral services and recruiting agencies (Agency) to have been referred by the Agency free of charge and Envista will not pay a fee for any placement resulting from the receipt such unsolicited resumes.  An Agency must obtain advance written approval from Envista's internal Talent Acquisition or Human Resources team to submit resumes, and then only in conjunction with a valid fully-executed contract approved by the Global Talent Acquisition leader and in response to a specific job opening.  Envista will not pay a fee to any Agency that does not have such agreement and written approval in place.