Technical Support Representative

Operating Company: DEXIS
Location: La Aurora,Heredia,CR
Date Posted: February 17, 2025
Req Number: R5022348

**Join our Team DEXIS** is looking for individuals who work their best, help others, and commit to helping us improve our customer lives and celebrate the difference in others. We have several new and exciting opportunities available as we expand our Customer Care team into Costa Rica

**Who is DEXIS and why should you join the team?**

We are the leading manufacturer and distributor of innovative dental imaging equipment, software, and solutions. We offer meaningful work through innovation, diverse opportunities, and career progression.

**We Offer**
- Competitive Pay and Bonuses.
- Vacation, Sick leave, and Paid Holidays.
- Employee Referral Program
- Competitive leave policies including Sick, Bereavement and Maternity/Paternity Leave
- Medical, Dental, and Vision Insurance Benefits
- Community involvement opportunities & employee appreciation events.
- State of the art, climate-controlled facility.
- Gourmet coffee, beverages, snacks, and lunches are available in our café.
- Employee Lounge with ping-pong table and football table for downtime and employee fun

**Where are we?**

We are located at Ultrpark 1, La Aurora, Heredia

**Position Summary**

The primary function of this position is to support independent accounts and perform complex technical duties related to all DEXIS products, by answering customer questions or resolving issues in a support center environment.

The is an in-office position with staggered shifts between core departmental hours of 7:00am - 5:00pm CT, Monday - Friday in order to support US/Canadian customers. This position may be required to work holidays and overtime as dictated by business needs.

**Essential Duties and Responsibilities**
- Take ownership of the customer issue to resolution.
- Document session notes and complaints in appropriate systems.
- Provide fast responses and always maintain an elevated level of professionalism.
- Support multiple products.
- Document session notes and complaints in appropriate systems.
- Perform other duties or special projects as assigned.
- Must consistently deliver results and meet KPI’s, Metrics and Quality standards.

**Job Requirements**:
**MINIMUM REQUIREMENTS**
- High school diploma or equivalent
- Experience in troubleshooting and installation of computer software/hardware and remote desktop solutions via help desk, or phone support in a technical-related field.
- Experience in troubleshooting network environments IETCP/IP, LAN, DNS, Client/Server configuration, user permissions.
- Experience supporting Microsoft Windows versions & Microsoft Server
- Basic Understanding of MS SQL.

**PREFERRED REQUIRMENTS**
- CompTIA A+ certification, CompTIA Net+ certification, MCSA Windows certification
- Knowledge of dental X-ray software and equipment
- Experience troubleshooting with the MAC Parallel environment
- Basic knowledge of virtual computing concepts
- Basic Knowledge of HIPAA

**Relationships**:
**Internal relationships**:

- Reports to the Technical Support Supervisor
- Frequently interacts with all functional departments

**External Relationships**:

- Frequently interacts with customers and partner dealers

**Personal Trait Profile**:

- Strong customer focus
- Self-starter, fast learner and excited about technology
- Self
- Sufficient
- Strong problem solver
- Results driven
- Detail oriented
- Patience and flexibility
- Team orientation (knows when to lead and when to follow)
- Lives the “continuous improvement” philosophy and can drive change successfully
- Logical and creative thinker
- Poised and confident
- Work well under extreme pressure
- Ability to influence others - credible

**Operating Company**:
DEXIS