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Join to apply for the Software Support (SWS) Help Desk role at Dentsply Sirona1 week ago Be among the first 25 applicantsJoin to apply for the Software Support (SWS) Help Desk role at Dentsply SironaGet AI-powered advice on this job and more exclusive features.Requistion ID: 80638Dentsply Sirona is the worlds largest manufacturer of professional dental products and technologies, with a 130-year history of innovation and service to the dental industry and patients worldwide. Dentsply Sirona develops, manufactures, and markets a comprehensive solutions offering including dental and oral health products as well as other consumable medical devices under a strong portfolio of world class brands. Dentsply Sironas products provide innovative, high-quality and effective solutions to advance patient care and deliver better and safer dentistry. Dentsply Sironas global headquarters is located in Charlotte, North Carolina, USA. The companys shares are listed in the United States on NASDAQ under the symbol XRAY.Bringing out the best in peopleAs advanced as dentistry is today, we are dedicated to making it even better. Our people have a passion for innovation and are committed to applying it to improve dental care. We live and breathe high performance, working as one global team, bringing out the best in each other for the benefit of dental patients, and the professionals who serve them. If you want to grow and develop as a part of a team that is shaping an industry, then were looking for the best to join us.Working At Dentsply Sirona You Are Able ToDevelop faster - with our commitment to the best professional development.Perform better - as part of a high-performance, empowering culture.Shape an industry - with a market leader that continues to drive innovation.Make a difference -by helping improve oral health worldwide.Position OverviewThe Customer Success - SWS is a member of the Customer Success Team in Australia and New Zealand.With a one-team mindset and united approach, the priorities of this team are to deliver exceptional customer service and to provide a positive customer experience at all times.The Core Responsibilities Of The Customer Success SWS Areto manage and triage all assigned Software Support calls,assign Software Support Cases to the correct SWS Technician,receive and manage incoming customer requests,coordinate with Field Service and Sales teams to ensure scheduled Software Support work is assigned and completed as required,Invoice and complete all SWS Cases and Work OrdersIncoming calls will be managed via call queues according to customer enquiry type, as opposed to region or location, to ensure maximum customer coverage and positive experience. A Key accountability will be achieving high Call Answer rates for the SWS queues.As a member of the Customer Success team, other related responsibilities may also be assigned from time to time and as deemed necessary.Primary ObjectivesManagement of incoming calls to the SWS phone call queue and email to case queue, achieving target rates of Call answering and response times to Cases.o Increase the speed of completion for the whole team by focusing on quick responses, correct allocation of jobs to Technicians, and escalation of jobs to the correct technical level.o Maintain a work schedule for the SWS team so that planned jobs are managed in conjunction with new jobs, and absences from the team are managed appropriately.o Ensure call data is correct in Salesforce, including contact details, accounts, priorities and notes/descriptions.o Invoicing of Work Orders is completed quickly, with guidelines used for invoicing values, notes being edited to ensure professional, easy to understand Technician notes are clear for our Customers.o Complete quotations and communicate to customer as required by the SWS team.o Attend to product complaints and customer complaints as per quality policy and processeso Positively influence the goals of the Company by always promoting the Companys products and services.o Assist the other Customer Success teams as required by your manager.KnowledgeEnsure ongoing improvements in functional and technical knowledge via self-directed learning and proactive involvement in training and personal research.Be an expert and assist in improving the DS SWS triage process, priority matrix, and escalation process.Ensure ongoing currency of systems and procedures via self-directed learning and proactive involvement in training as required.Ensure all assigned internal training is completed on time.TeamworkHaving a one team mindset is a cornerstone to overall successAttend and participate in team meetings as requiredAll members of the team are expected to work collaboratively and provide back-up and support and share responsibility for completion of tasks as required.Work with all other areas of the business to ensure the excellent delivery of all products and services to Dentsply Sironas customer.Foster a one team culture and work as a team that reflects a solutions-focussed attitude and receives positive feedback from internal and external customersWork closely with colleagues within the business to identify and leverage opportunities to expand Dentsply Sirona business and drive related objectives.Health and SafetyAll employees have responsibility for managing their own health and safetyAdhere to all health and safety procedures and policies to ensure a safe working environment.Proactively identify and report safety and health risks to ensure continuous improvement of occupational health and safety practices.Wear all personal protective equipment as required.Maintain awareness and understanding of safety procedures and adhere to these at all times.Proactively report and manage safety issues.Position DimensionsNumber of positions reporting to this position is varied dependent on size and complexity of the region.Number of direct reports; NilNumber of matrix reports; NilDecision Making AuthorityReviewing policies and procedures and making recommendations as requiredApproval as per Finance authority matrixRelationshipsAll Dentsply Sirona team members, especially others associates within the customer success team, service, commercial, finance, supply chainCustomersThird party service providersExperience and QualificationsRelevant tertiary qualification preferred.Demonstrated experience in a multifaceted customer service position3 years of office administration experienceExperience in the dental industry is an advantageExperience in managing and triaging incoming service related callsExperience rostering or scheduling personnel in a system is an advantageComputer experience and literacy with Microsoft office suite of productsA demonstrated ability to effectively multitask in a fast-paced environmentExperience with a customer relationship system (eg. SFDC)SkillsStrong verbal and written communication skillsLogistical, organisational and time management skills, able to prioritise conflicting workloads and multitaskAbility to comprehend and triage technical issues that are described and apply a systematic approach to work towards resolutionHigh levels of attention to detailProfessional telephone mannerAbility to provide excellent customer serviceDemonstrated initiative and proactive attitude with a sense of urgency and drive for resultsProfessionalism, including maturity of judgement and discretionStrong proficiency with computer skills, proficiency in MS Office suite, Excel, Word, PPTStrong interpersonal skills with a demonstrable ability to work in a changing environment.Consistently demonstrating Company Values and standards and striving for continuous personal and professional development.Willingness to contribute to and support team goals also with the ability to work autonomously.Capacity to operate independently.Dentsply Sirona is an EEO employer committed to fairness, diversity and respect. As such, Dentsply Sirona will respond to requests for Reasonable Adjustments from applicants with disabilities.We encourage applications from all members of the community, including people from indigenous and culturally diverse backgrounds. All successful applicants must be eligible to work in Australia and New Zealand.We look forward to receiving your application.For more information about Dentsply Sirona, please go to www.dentsplysirona.comPlease note Dentsply Sirona operates a direct sourcing model so please no agency introductions.Seniority levelSeniority levelMid-Senior levelEmployment typeEmployment typeFull-timeJob functionJob functionInformation TechnologyIndustriesMedical DeviceReferrals increase your chances of interviewing at Dentsply Sirona by 2xSign in to set job alerts for Software Support roles.Richmond, Victoria, Australia 1 month agoService Desk Analyst - Primary School ServicesCoburg, Victoria, Australia A$50,000.00-A$70,000.00 2 days agoMelbourne, Victoria, Australia 1 week agoGraduate Software Engineer - 2025 Graduate ProgramMelbourne, Victoria, Australia 1 month agoMelbourne, Victoria, Australia 4 months agoMelbourne, Victoria, Australia 1 month agoMeadow Heights, Victoria, Australia 1 week agoMelbourne, Victoria, Australia 2 days agoMelbourne, Victoria, Australia 1 week agoMelbourne, Victoria, Australia 4 months agoMelbourne, Victoria, Australia 1 week agoMelbourne, Victoria, Australia 2 days agoMelbourne, Victoria, Australia 1 week agoMelbourne, Victoria, Australia 6 months agoMelbourne, Victoria, Australia A$65,000.00-A$85,000.00 1 week agoMelbourne, Victoria, Australia 1 week agoMelbourne, Victoria, Australia 2 days agoMelbourne, Victoria, Australia 1 week agoBox Hill, Victoria, Australia A$27.00-A$30.00 1 month agoCustomer Success Software Support (Help Desk)Melbourne, Victoria, Australia A$65,000.00-A$70,000.00 3 weeks agoMelbourne, Victoria, Australia 2 days agoMelbourne, Victoria, Australia 1 week agoMelbourne, Victoria, Australia 1 month agoTechnical Author (multiple roles and seniority levels)Melbourne, Victoria, Australia 7 months agoMelbourne, Victoria, Australia 2 weeks agoMelbourne, Victoria, Australia 2 weeks agoMelbourne, Victoria, Australia 1 week agoMelbourne, Victoria, Australia 1 week agoSouth Yarra, Victoria, Australia 1 month agoMelbourne, Victoria, Australia 1 week agoMelbourne, Victoria, Australia 3 days agoWere unlocking community knowledge in a new way. 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