Technical Support Specialist (m/w/d)

Technical Support Specialist (m/f/d)

SprintRay is a forward-thinking, nimble company on a journey to provide digital dentistry solutions to our customers. Since 2014 we have produced products that are advanced, user-friendly, and offer a premium experience. Our organization is customer-centric, high-performing, and globally diverse. Challenging assumptions by identifying and solving problems is our way of life. We leverage conventional and unconventional wisdom with an entrepreneurial spirit that leaves no stone unturned as we develop the highest quality products, services, and relationships. For us to stamp our name on a product, it must be carefully considered, targeted, and meticulously designed to solve our customers’ most pressing problems and pave the way for the future. We work to continuously redefine the rules for our industry through our passion for technology, innovation, and our community. We have bold ambition and work to stay connected to what is happening on the front lines of our business so that the needs of our customers are always being met.

For the development and expansion of our European office in Weiterstadt (near Darmstadt), we are looking for you immediately.

Technical Support Specialist (m/f/d) 

This position will drive effort to make sure that our customers receive the best possible solutions to sustain their products. Candidate needs to understand systems thinking, customer experience, and troubleshooting that supports workflows associated with the SprintRay products while possessing a great attitude and enjoys working with others in a growth environment. The candidate should also be able to lead, train and manage the team.

Your tasks will include:

• Take ownership of tickets assigned, providing efficient technical troubleshooting and customer support
• Effectively communicate with the technical lead on any new issues that come up
• Work in a call centre queue during scheduled times throughout each day, ready to own and triage customer issues
• Collect all relevant information from customers, according to the company`s standard operating procedures and record them using Zendesk
• Properly escalate tickets using our standard operating procedure
• De-escalate situations and provide a proper path to resolution for technical issues
• Effectively communicate with technical team lead and manager regarding aging and escalated tickets
• Engage in daily/weekly/monthly/quarterly training and assessments, to keep up to date on new and existing products and workflows
• Develop dental and technical knowledge by collaborating with product teams, technical lead, and technical trainer
• Take ownership of any individual projects assigned by technical lead or CS manager

Qualifications and Requirements:

Required Qualifications:

• Must be fluent in Italian/Spanish (English mandatory)
• 2 years engineering degree preferred (Dental/Industrial or related)
• Minimum level of technical troubleshooting experience mandatory
• In-depth technical knowledge of dentistry or 3D printing a plus
• Familiarity with Ticketing system (Ex: Salesforces, Zendesk or other)
• Call centre experience
• Communication and computer skills
• Attention to detail
• Time management skills

What we offer you:

• A varied and challenging role in which you can help shape and implement your own ideas
• Working in a dedicated team with open communication in a motivating work environment in a growing technology company
• Our modern and open offices in Weiterstadt (near Darmstadt) are located in an attractive business park together with a gym, restaurant, daycare center and close to the Loop 5 shopping center and other specialty markets
• Independent work with flat hierarchies and short decision-making paths and thus a wide range of development opportunities
• Flexible working hours
• Adequate performance-related remuneration
• Opportunities for further training and qualification
• Free snacks and drinks
• Extensive training and colleagues who are available to answer questions

The SprintRay team is growing rapidly. Working in an internationally positioned, successful startup, you will be involved in a variety of challenging, interesting projects with development potential.

If you are a tireless problem solver who wants to shape the future of dental 3D printing, join SprintRay!

Together we can revolutionize dentistry and support future generations of doctors, dental technicians and medical device manufacturers around the world.

NOTICE TO ALL RECRUITMENT AGENCIES:
Without a written agreement signed by an officer of SprintRay: a) SprintRay does not accept resumes from recruiting agencies, headhunters, or any other party expecting payment in the event SprintRay speaks with or hires a candidate from such submitted resume; b) SprintRay is not responsible for any fees related to unsolicited resumes or related Terms of Service, and c) Unsolicited resumes received will be considered the property of SprintRay and will be processed accordingly.

HINWEIS AN ALLE PERSONALVERMITTLER:
Ohne eine schriftliche Vereinbarung, die von einem leitenden Angestellten von SprintRay unterzeichnet wurde: a) akzeptiert SprintRay keine Lebensläufe von Personalvermittlungsagenturen, Headhuntern oder anderen Parteien, die eine Zahlung für den Fall erwarten, dass SprintRay mit einem Kandidaten aus einem solchen eingereichten Lebenslauf spricht oder ihn einstellt; b) ist SprintRay nicht verantwortlich für Gebühren im Zusammenhang mit unaufgeforderten Lebensläufen oder den damit verbundenen Servicebedingungen und c) werden unaufgefordert erhaltene Lebensläufe als Eigentum von SprintRay betrachtet und entsprechend bearbeitet.

About SprintRay:

SprintRay is a highly collaborative environment where innovative people have the freedom to satisfy their curiosity by finding creative solutions to hard problems. If you are a relentless problem solver who wants to shape the future of 3D printing, join SprintRay! Together, we can revolutionize the next 100 years of manufacturing and empower future generations of doctors, designers, and makers all over the world.

To All Recruitment Agencies:

Without a written agreement signed by an officer of SprintRay: a) SprintRay does not accept resumes from recruiting agencies, headhunters, or any other party expecting payment in the event SprintRay speaks with or hires a candidate from such submitted resume; b) SprintRay is not responsible for any fees related to unsolicited resumes or related Terms of Service, and c) Unsolicited resumes received will be considered the property of SprintRay and will be processed accordingly.