Database Support Representative II

Job Description:

**This is an on-site position**

DEXIS is looking for individuals who work their best, help others, and commit to helping us improve our customer lives and celebrate the difference in others.  

Who is DEXIS and why should you join the team?  

We are the leading manufacturer and distributor of innovative dental imaging equipment, software, and solutions. We offer meaningful work through innovation, diverse opportunities, and career progression.   

We also offer: 

• Competitive Pay and Bonuses.  
• PTO, Sick Time and Paid Holidays.  
• Tuition Reimbursement
• Competitive leave policies including but not limited to Sick, Jury Duty, Bereavement, Personal, and Parental Leave
• Medical, Dental, and Vision Insurance Benefits effective DAY ONE!!!!  
• 401K – with exceptional company match starting DAY ONE!!!!  
• Community involvement opportunities & employee appreciation events.  
• Newly renovated, state of the art, climate-controlled facility.  
• Newly built 1200 sq fitness room.
• Large outdoor patio area with gazebo.
• Gourmet coffee, beverages, snacks, and lunches are available in our café.  
• Employee Lounge with pool table, shuffleboard and skeet ball for downtime and employee fun!  
• EVC Charges for Electric/Hybrid cars

Where are we?  

Situated on the southern edge of the Lehigh Valley and easily accessible from northern Philadelphia suburbs and the surrounding areas, the Quakertown facility is our North American hub for the design and manufacturing of leading dental imaging devices and software.  The facility has a growing, energetic, and diverse mix of professionals spanning engineering, operations, regulatory and quality backgrounds that work collaboratively in the fast-paced medical device field.  A friendly and open atmosphere helps to foster strong personal and professional relationships across the organization.    

Position Summary

The primary function of this position is to support and perform complex database services related to DEXIS products, by answering customer questions or resolving issues in a support center environment.  Database services include migrations from an existing database to a new one and performing PMS ID renumberings in the existing imaging database. This role mentors other Tech Support team members, handles customer escalations and executes technical projects.

Essential Duties and Responsibilities:

• Troubleshoot basic and advanced software and hardware issues with internal and external
• customers through phone, email, chat, and remote control or assistance software.
• Respond to technical and how-to questions regarding software installations, conversion, data
• migrations and backups.
• Document customer interaction notes and complaints in appropriate systems.
• Own the customer issue to resolution, escalating when appropriate.
• Deliver prompt responses and uphold a high level of professionalism at all times.
• Provide detailed escalation reports to management, including specific incidents, actions taken,
• and recommended solutions.
• Support other team members by assisting them with troubleshooting, customer inquiries, and
• technical escalations to ensure efficient resolution of issues and maintain high customer
• satisfaction.
• Manage escalations that have been assigned to you, including prioritizing, addressing, and
• resolving each case efficiently to ensure timely resolution.
• Build and maintain a knowledge base.
• Assist with technical projects, such as conversions and renumberings.
• Assist with other duties or projects as assigned.
• Timely and successful completion of all corporate compliance courses.

Job Requirements:

The Database Support Analyst should bring strong communication skills, work well independently, and approach their work with curiosity and enthusiasm. This role requires someone who is comfortable interacting with customers by phone and email and can troubleshoot issues with a customer‑focused mindset.

They will support complex technical questions related to our products in a support‑center environment, while also serving as a resource to the team by mentoring others, assisting with escalations, and contributing to technical projects.

Minimum requirements

• High school diploma or equivalent
• 1 – 2 years of experience in troubleshooting computer software/hardware, help desk, or phone support in a technical-related field.
• Advanced troubleshooting and administration knowledge of Windows operating systems, file structure, permissions, hardware peripherals, databases (SQL, Flat-file, PostgresSQL), and networks.
• Excellent verbal and written communication skills necessary to troubleshoot equipment by phone with service technicians, as well as solve application problems with the end users.
• Experience with Microsoft Office.
• Must be available to work standard departmental support hours.
• Must be available to work holidays and overtime, as dictated by business needs.

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Target Market Salary Range:

Actual compensation packages take into account a wide range of factors that are unique to each candidate, including but not limited to geographic location; skill sets; relevant education and certifications; depth of experience; performance; and other business and organizational needs. The disclosed reasonable estimate has not been adjusted for the applicable geographic differential associated with the location at which the position may be filled.  At Envista, it is not typical for an individual to be hired at or near the top of the range for their role and compensation decisions are dependent on the facts and circumstances of each case. The total compensation package for this position may also include an annual performance bonus, medical/dental/vision benefits, 401K match, and/or other applicable compensation plans.

Operating Company:

Envista and all Envista Companies are equal opportunity employers that evaluate qualified applicants without regard to race, color, national origin, religion, sex, age, marital status, disability, veteran status, sexual orientation, gender identity, or other characteristics protected by law. The “EEO is the Law” poster is available at: http://www.dol.gov/ofccp/regs/ compliance/posters/pdf/eeopost.pdf.

Envista and its family of companies (Envista) will not accept unsolicited resumes from any source other than directly from a candidate.  Envista will consider unsolicited referrals and/or resumes submitted by vendors such as search firms, staffing agencies, professional recruiters, fee-based referral services and recruiting agencies (Agency) to have been referred by the Agency free of charge and Envista will not pay a fee for any placement resulting from the receipt such unsolicited resumes.  An Agency must obtain advance written approval from Envista's internal Talent Acquisition or Human Resources team to submit resumes, and then only in conjunction with a valid fully-executed contract approved by the Global Talent Acquisition leader and in response to a specific job opening.  Envista will not pay a fee to any Agency that does not have such agreement and written approval in place.