Technical Support Representative

About the role

Join Straumann’s technical support team to assist customers worldwide with dental implant and digital dentistry solutions. You will provide professional, timely assistance in English, ensuring a high level of customer satisfaction.

Key responsibilities

• Answer customer calls and emails, log and triage interactions using SAP Service Cloud ticketing system.
• Troubleshoot technical problems remotely with tools such as TeamViewer and TeamViewer Pilot.
• Collaborate with third‑party vendors (e.g., 3Shape, Amann Girrbach, RapidShape) to resolve issues efficiently.
• Monitor ticket resolution times, ensure proper escalation, and maintain NPS/CES standards.
• Document solutions, contribute to the knowledge base, and submit product complaints to the Regulatory Department.

Required profile

• Minimum 1 year of customer service or support experience.
• Proficient written and spoken English (C1 level).
• High school diploma or equivalent.
• Proactive, solution‑oriented mindset with strong analytical and communication skills.

Required skills

• SAP Service Cloud ticketing system.
• TeamViewer / TeamViewer Pilot for remote support.
• Basic troubleshooting of dental digital equipment (scanners, 3D printers, mills) – preferred.
• Ability to work cross‑functionally and handle a variety of customer inquiries.