Provide proactive and reactive technical support to internal and external customers (dental professionals) regarding inquiries related (but not limited) to the Straumann Group Digital solutions such as general issues, complaints or bugs, clinical workflow, usage, applications, connected pieces of solutions, platform, and general topics.
Investigate and troubleshoot issues, log, register, document, and keep a record of every interaction in the respective ticketing tool assuring the attendance of Support KPIs, CSAT and QMS procedures.
Respond to inquiries via ticketing system, phone, chat, email and other channels, in a timely and professional manner.
Escalate unresolved issues to Senior Support or Development teams following defined workflows.
Manage licenses, including but not limited to license renew, invoice and updates.
Review case documentation and reproduce reported issues when applicable....
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