CCS Technical Support Specialist

About the role

The Straumann Group develops, manufactures and supplies dental implants, clear aligners, instruments, CADCAM prosthetics and biomaterials for esthetic dentistry, tooth replacement and restoration. As a Technical Support Specialist you provide proactive and reactive support to internal and external customers, mainly dental professionals, on Straumann digital solutions.

Key responsibilities

• Answer inquiries about general issues, complaints, bugs, clinical workflow, usage, applications, connected solutions, the platform and more, via ticketing system, phone, chat, email and other channels
• Investigate and troubleshoot issues, log and document every interaction in the ticketing tool, keeping Support KPIs, CSAT and QMS procedures in mind
• Escalate unresolved issues to Senior Support or Development teams following defined workflows
• Manage licenses, including renewals, invoices and updates
• Review case documentation and reproduce reported issues when applicable
• Work with QA, R&D and Engineering teams on root cause resolution and update the internal knowledge base and technical documentation
• Support validation of manufacturers' implant libraries, including verification and validation for compatibility testing
• Track and escalate complaints, and be accountable for customer satisfaction on support cases

Required profile

• IT Specialist, IT Systems Technician, Computer Science, Dental Technician, Dentist or equivalent technical education with strong IT affinity
• 1+ year of experience in technical support, customer service, clinical support or a similar role
• Experience troubleshooting software and/or hardware issues
• Analytical mindset with strong problem-solving skills
• Fluent English; additional languages are an advantage
• Digital dentistry or medical devices experience is an advantage

Required skills

• Troubleshooting software and hardware issues
• Use of CRM and ticketing systems