Technical Support Representative

High school diploma or equivalent required.
Minimum of 1-year relevant customer service work experience required.
Proficient with Microsoft Office including Outlook, Word, and Excel (basic) required.
Proven success in quickly learning computer systems required.
Excellent data entry accuracy and strong attention to detail required.
Effective verbal and written communication skills in English required.
Proficiency in reading and interpreting documents in English required.
Proven success in prioritizing assigned work required.
Ability to gather, understand, and interpret information required.
Good analytical and conceptual thinking skills required.
Ability to troubleshoot to resolution required.
Ability to build and maintain good rapport and handle situations with confidence, tact, and resourcefulness required.
Customer-centered mindset and ability to effectively deescalate emotions required.

Answers inbound customer calls and emails related to placing orders, order status, product information, or pricing.
Regularly monitors emails and ensures department goals are met while providing exceptional customer service.
Processes customer orders and complaints in ERP system (Oracle) promptly and accurately.
Proactively informs leadership of any foreseen issues or challenges.
Effectively collaborates with multiple departments such as logistics, trade compliance, regulatory affairs, supply chain, and sales when needed to resolve customer issues.
Create and maintain customer accounts.
Attends, understands, and actively participates in daily department Key Performance Indicator (KPI) meetings.
Meets individual metric standards such as monthly goals, available/ready phone time, inbound talk time, and service levels.
Engage customer through outreach to ensure product satisfaction.
Resolves technical issues over the phone or via video conference and prepares Return Merchandise Authorizations (RMA) as needed.
Recommends specific products to proactively close phone sales.
Participate in continuous improvement activities under the Envista Business System (EBS) to contribute to a high-performing team while meeting customer satisfaction.
Complete annual compliance trainings via computer.
Attends required department trainings or events on and offsite when needed.
Follows company policies and procedures including quality and safety.

Experience providing customer service to international customers, highly preferred.
Optical or Dental background preferred but not required.