Experience

Dental Axess

• Switzerland
• Medical Equipment Manufacturing
• 1 - 100 Employee

• Technical Support Specialist

  • Jul 2023 - Present

  I am in charge of providing support and advice for biomedical equipment and software for dental design, to Australian/Canadian customers. Troubleshooting is done through calls, email and chat. Handling tickets and documentation through Microsoft Dynamics 365 CRM. Handling interactions through PureCloud. Effective communication through business Outlook and Microsoft Dynamics CRM. Constant follow up of the reported problems having as main goal effective resolution times and guaranteeing an excellent experience to our customers when requesting support. Show less



3Shape

• Denmark
• Medical Device
• 700 & Above Employee

• Customer Support Consultant

  • May 2021 - May 2023

  1st line support to American/Canadian customers via phone/emails. Responsible to troubleshooting and diagnosis of biomedical equipment hardware and software. Constant follow up of the reported problem having as main goal effective resolution times and guaranteeing an excellent experience by our customers when requesting support. Achievement of goals in terms of response time and solution time, measured mainly through Power BI. Handling tickets and detailed documentation was done through Microsoft Dynamics 365 CRM. Troubleshooting was done through calls via Five9 Phone System and chats trhough omni-channel on Microsoft Dynamics CRM. In addition, I was responsible for customer support and guidance to make subscription payments on the eCommerce platform. Effective communication through business Outlook and Microsoft CRM. Bug reporting through JIRA. Database management through Microsoft SQL. Show less