Business Support Engineer

Job Description

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.