Support Desk Technician

Zenopa are supporting a leader in Veterinary Dental equipment and software, who are seeking a Support Desk Technician to join their growing team. This role is based 5x per on-site in Northampton The Support Technician provides first-line technical support for equipment and software, delivering high-quality customer service via phone, email, and remote access. The role involves troubleshooting hardware and software issues, managing technical cases through the CRM system, coordinating loan equipment and spare parts, and liaising with internal teams and external suppliers to ensure timely issue resolution.

• Provide first-line technical support for dental equipment and software via telephone and email.
• Follow established troubleshooting procedures and escalate unresolved issues to second-line support or suppliers when required.
• Diagnose issues across all supported equipment and software, ensuring all troubleshooting options are explored.
• Raise and manage technical cases in the CRM (Customer Relationship Management) system.
• Create customer quotations in CRM and email quotes and quotation reports to end customers.
• Handle software-related queries and determine the most appropriate resolution.
• Coordinate warranty parts requests by emailing suppliers and creating corresponding CRM cases.
• Perform remote software installations on new equipment.
• Install and configure dental X-ray and CT software on customer PC workstations.
• Install and set up new or upgraded PCs and additional workstations, ensuring proper database connectivity within clinics.
• Send spare parts to customers following diagnosis and provide guidance on replacement or repair via phone or video support.
• Follow up on pass-over information received from the Service Coordinator.
• Keep CRM records fully up to date with all actions, communications, and case progress for each practice.
• Provide customers with preventative guidance and follow-up documentation to help avoid repeat issues.
• Liaise closely with the Sales team to support customer requests, queries, and technical clarifications

• IT-savvy
• Strong telephone manner
• Experience in IT support or 1st line technical support