Product Support Specialist

Position Overview

The Product Support Specialist provides technical support of Envista products to our customers. Using troubleshooting and communication skills, this role ensures technical problems are analyzed, documented and resolved, creating an outstanding customer experience and enhancing the team’s knowledge. This role reports to the VP, Customer Service and the role requires the use of judgment and independent decision making when managing caseload.

Company
Envista Corporation provides a web-based solution for infrastructure project coordination among multiple infrastructure stakeholders. Envista's groundbreaking technology introduces map-driven, real-time sharing of construction and maintenance project schedules among municipalities, utilities, and highway agencies. Envista's Software as a Service allows project leaders to view projects on a map, and see what work is planned in a specific geographic location during a particular time period. This new capability enables stakeholders to instantly troubleshoot potential conflicts. Envista pioneers a wide range of features including automatic geo-location of projects on a map, instant identification of conflicts, integrated communication among project owners, management dashboard views, and more. Using the Internet and a standard browser, annual subscribers have a convenient, centralized way to exchange planning schedules with all stakeholders.

Role & Responsibilities
The Product Support Specialist works closely with Technical Leads and Division Managers to garner intelligence on customer experiences with our products. This data is used by Product Engineering and Product Management to drive those improvements that matter most to our customers.

• Respond to customer and partner technical support requests via web, telephone, or e-mail.
• Use knowledgebase and other resources to research and ensure timely resolution of issues.
• Keep customers informed through active engagement by providing regular updates on existing cases or by being proactive by seeking ways to prevent problems.
• Actively manage personal backlog of support requests.
• Escalate unresolved issues to senior staff as required to ensure timely resolution.
• Record and maintain all customer issues and interactions in company’s CRM database (NetSuite).
• Identify and document product issues and client feature requests in the CRM database.
• Remain informed on enhancements in supported products and relevant industry.

• At least 3 years of experience in a combination of training, application consulting, application help desk or marketing operations.
• Understanding of software products in general (e.g. user interface, business logic, database concepts) and web browser applications.
• Experience using CRM and/or helpdesk call tracking and issue tracking tools.
• Excellent written and oral communication skills and people skills.
• Strong troubleshooting skills, uses critical thinking skills to eliminate causes of problems and find solutions.
• Experience providing software training a plus.

BS degree or higher

Next Step
Email your resume at careers@envista.com or fax to:

Lynn Wiggin
Envista Corporation
900 Cummings Center, Suite #307V
Beverly, MA 01915
Fax-978-927-0725

All appropriate candidates will be given immediate attention.
Local candidates preferred
Principals only please

As an equal opportunity employer, Envista Corporation encourages participation by all.