Business Support Engineer

Key Responsibilities

In this role, you will:

• Be responsible for effectively, efficiently, and promptly responding to customer support issues, requests, and complaints escalated from first-tier customer support to ensure customer satisfaction.
• Review, coordinate, and resolve customer support-reported issues.
• Develop and deliver multiple reports to cross-functional internal teams based on specific requirements.
• Share production issue handling reports with departmental peers and management on a weekly basis.
• Escalate any customer or process-impacting issues to internal teams with the identified severity in a timely manner.
• Utilize company systems to provide support for reported customer issues.
• Guide the first-tier support team as needed to provide technical/clinical support with end-to-end order processing, payment processing, etc.
• Analyze and deliver commercial department requirements, including database input with marketing and client contact information.
• Provide training to first-tier customer support regional/global supervisors for upcoming customer-focused improvements as required.
• Accurately and thoroughly document information in company databases about each contact handled, following defined parameters.
• Propose activities to improve customer satisfaction, business performance, and optimize support processes.
• Maintain a basic knowledge of orthodontic and dental concepts and topics.
• Lead and participate in special projects and/or training programs as requested.
• Understand company processes, procedures, and product information/materials.