Dental Technician Global Support

Job Description This is a remote position. We are currently looking for a Dental Technician to work for a dental manufacturing firm, responsible for providing 1st-level support and responding to inquiries from customers globally. Work Arrangement During the first six (6) months of employment, the successful candidate is required to work onsite from Monday to Thursday for training and onboarding. Fridays are designated as Work-from-Home (WFH) for all employees. Upon successful regularization, the work arrangement will transition to a hybrid setup , requiring three (3) days onsite and two (2) days WFH per week. The onsite schedule will be determined by the immediate Supervisor/Manager based on business requirements. Work Schedule This role primarily supports night shift operations . Candidates must be flexible with their working hours , as shift schedules may change depending on the region or country being supported and business requirements. KEY RESPONSIBILITIES Independent process-compliant transfer of customer inquiries from the Global Customer Care from the available communication channels, if necessary, upgrading of the automatically generated cases through targeted inquiries according to process specifications. Creation of cases in the available CRM system. Steer non-regulatory cases to the appropriate sub-process. Independently provide process-compliant support to customers using provided documentation and other tools from the system. Process-compliant (according to WI or further specifications) triggering of sub-processes within the scope of solution finding in the available CRM system. Complete process-compliant case logging in the CRM system available. Forwarding of the case to the technically correct 2nd level support if necessary, as well as the further support of the case according to the process specification Participate in respective available Shopfloor meetings to create transparency, with independent reporting as directed by the Board. 1st level support staff are responsible for the operational support of the telephone switchboard Taking over the telephone hotline outside business hours or, if required, by arrangement in the form of a stand-by service (emergency service) Assist other Aftersales departments with determining customer-related tasks. Assumption of any assistance tasks that may arise. Requirements With Dental Technician profession/expertise with a minimum of 5yrs years of experience. Expert knowledge and awareness of the Company's products and their usage Excellent English communication skills (both written and spoken). Customer friendly approach to telephone consultations Ability to work in a team with high stress resilience Must have stable internet connection (post-paid and not prepaid) at home for remote support/work when needed. Willing to be on-site for work/meetings in Nuvali, Sta. Rosa when necessary. Willing to work during North America business hours 8 pm-5 am PHT. Must be flexible with the schedule Willing to attend an onsite training for at least 1 month. Benefits Company stability Flexible Working Setup Government Mandated Benefits Guaranteed 14th-Month HMO with dependents Performance Bonus Vacation & Sick Leaves Retirement Plan