177 Ofertas de Sykes en San Jose

With more than 45,000 employees and partners worldwide, the Customer Experience and Success (CE&S) organization is on a mission to empower customers to accelerate business value through differentiated customer experiences that leverage Microsoft's products and services, ignited by our people and culture. We drive cross-company alignment and execution, ensuring that we consistently exceed customers' expectations in every interaction, whether in-product, digital, or human-centered. CE&S is responsible for all up services across the company, including consulting, customer success, and support across Microsoft's portfolio of solutions and products. Join CE&S and help us accelerate AI transformation for our customers and the world.
Within CE&S, the Customer Service & Support (CSS) organization builds trust and confidence for every person and organization through delivering a seamless support experience. In CSS, we are powered by Microsoft's AI technology to help consumers, businesses, partners, and more, resolve their issues quickly and securely, helping prevent future problems from occurring and achieving more from their Microsoft investment.
We are looking for an individual who is a service delivery focused subject matter expert. You will be responsible for frontline engineer or delivery partner support staff technical readiness and process compliance. You will provide in-depth technical & subject matter expertise for one or more products, services, or scenarios all while driving delivery excellence in a collaborative environment to achieve superior customer outcomes. Your primary accountability is to the support staff and managers on the teams you work with. This opportunity enables and promotes career growth as a recognized technical SME.
Microsoft's mission is to empower every person and every organization on the planet to achieve more. As employees we come together with a growth mindset, innovate to empower others and collaborate to realize our shared goals. Each day we build on our values of respect, integrity, and accountability to create a culture of inclusion where everyone can thrive at work and beyond.
**Responsibilities**
**Develop and Align Support Strategy**
+ DefineKPIs. Directly correlated to offerings requirements
+ Interpreting the offering requirements into delivery capabilities
**Planning and Customer Onboarding**
+ Articulate the current state and the impact the proposed offering would bring. Include the financial projections, compete etc. If this is a new entitlement, clearly collect the information on audience of the entitlement, the requirements. Valueadd of the entitlement to the existing ones, which technical skillsets are needed, if they already exist, or do they need to be build etc.
+ Develop and execute a comprehensive scale strategy, encompassing resource planning. Assess and allocate project resources, including capacity planning for projected volume. Identify any necessary skillsets and determine the minimum team size. Additionally, consider other resource requirements such as tooling.
+ Alignment with sales teams to ensure we can deliver on pipeline customers.
**Case Management (Delivery Excellence)**
+ Improves team's problem solving skills, case management, and customer service skills; promotes continued learning, self-study, and contributions to team knowledge. Drives technical triages on upcoming products/complex technical subjects for overall improvement of team performance across multiple teams. Leverages subject matter expertise to understand and prepare team on what types of issues are expected, and how to approach them. Provides actionable process or technical feedback, at the regional or global level, derived from case reviews to Service Delivery managers, subject matter experts, and Managers at delivery partners. Handles highly complex, political, financial, and executive level cases.
**Managing Collaboration Activities**
+ Manages highly complex levels of escalated problems, involving broad, in-depth product knowledge or in-depth product specialty. Collaborates with product team to influence, improve, or propose fixes to the development of products and features. Relays customer feedback towards future product enhancements. Oversees the swarming process to ensure that "silos" are bridged and that individuals first taking issues own it through resolution.
**Process Improvement**
+ Works to refine processes as needed by collaborating with global teams and product groups to influence, improve, and/or propose fixes to the development of products and features. Acts as liaison between engineering teams and support teams to ensure process is refined and works correctly. Serves as an early warning system and is able to put plans in place to mitigate issues and proactively address solutions. Proposes revisions to process and policy KBs to address pain areas for customers and advocates. Collaborate with appropriate contacts (e.g. SDMs, DPMs, M1, SPMs (Supportability Program Managers), Managers of Delivery teams) to drive improvements in quality and efficiency. Evangelizes processes and process improvements.
**Readiness Development**
+ Reviews and provides gap analysis, at a global level, to assist with developing readiness plans for delivery partner teams based on skills gap analysis, product needs, etc. Ensures support readiness for internal and external partners, and coordinates with Release Excellence on release management plans for delivery partners. May partner with Delivery partners for enablement and holds Delivery Partner Manager (DPM) responsible for taking ownership in space. Contributes to the creation and implementation of readiness plans and content in collaboration with various stakeholders (e.g. Supplier Delivery Managers (SDMs), Delivery Partner Managers (DPMs), Managers of Delivery teams, product engineering team). Teaches technical and non-technical leadership skills to lower-level Technical Support Advisors (TSAs). Serves as subject matter expert in specific area (e.g., performance, connectivity) and displays readiness for area globally. Prepares content and delivery training for L300 certification.
**Supportability Activities**
+ Manages highly complex levels of escalated problems, involving broad, in-depth product knowledge or in-depth product specialty. Collaborates with product team to influence, improve, or propose fixes to the development of products and features. Relays customer and product feedback towards future product enhancements. Oversees swarming, emerging issue, and other operational process to ensure that "silos" across functions are bridged and that individuals first taking issues own it through resolution. Collaborate with various stakeholders (e.g. Supplier Delivery Managers (SDMs), Delivery Partner Managers (DPMs), Managers of Delivery teams, product engineering team) to drive various improvements that impact quality and efficiency.
**Other**
+ Embody our Culture ( and Values ( qualifications**
+ Bachelor's Degree in Information Technology (IT), Computer Science, Business Administration, Electrical Engineering, or Business Leadership AND 6+ years system development, network operations, software support, IT, consulting or technical troubleshooting experience OR 8+ years system development, network operations, software support, IT, consulting or technical troubleshooting experience OR equivalent experience.
+ 4+ years prior product, customer support and/or technical support experience.
+ Business level fluency in English.
**Additional or preferred qualifications**
+ Bachelor's Degree in Information Technology (IT), Computer Science, Business Administration, Electrical Engineering, or Business Leadership AND 8+ years system development, network operations, software support, IT, consulting or technical troubleshooting experience OR 9+ years system development, network operations, software support, IT, consulting or technical troubleshooting experience OR equivalent experience.
+ 5+ years prior product, customer support and/or technical support experience.
#CES #CSS #SCIM
Microsoft is an equal opportunity employer. Consistent with applicable law, all qualified applicants will receive consideration for employment without regard to age, ancestry, citizenship, color, family or medical care leave, gender identity or expression, genetic information, immigration status, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran or military status, race, ethnicity, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable local laws, regulations and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application process, read more about requesting accommodations ( .

With more than 45,000 employees and partners worldwide, the Customer Experience and Success (CE&S) organization is on a mission to empower customers to accelerate business value through differentiated customer experiences that leverage Microsoft's products and services, ignited by our people and culture. We drive cross-company alignment and execution, ensuring that we consistently exceed customers' expectations in every interaction, whether in-product, digital, or human-centered. CE&S is responsible for all up services across the company, including consulting, customer success, and support across Microsoft's portfolio of solutions and products. Join CE&S and help us accelerate AI transformation for our customers and the world.
Within CE&S, the Customer Service & Support (CSS) organization builds trust and confidence for every person and organization through delivering a seamless support experience. In CSS, we are powered by Microsoft's AI technology to help consumers, businesses, partners, and more, resolve their issues quickly and securely, helping prevent future problems from occurring and achieving more from their Microsoft investment.
In the Customer Service & Support (CSS) team we are looking for people with a passion for delivering customer success. As a Technical Support Engineer, you will own, troubleshoot and solve customer technical issues regarding Microsoft Defender tool. This opportunity will allow you to accelerate your career growth, hone your problem-solving, collaboration and research skills, and develop your technical proficiency.
This role is flexible in that you can work up to 50% from home.
Microsoft's mission is to empower every person and every organization on the planet to achieve more. As employees we come together with a growth mindset, innovate to empower others and collaborate to realize our shared goals. Each day we build on our values of respect, integrity, and accountability to create a culture of inclusion where everyone can thrive at work and beyond.
**Responsibilities**
**Response and Resolution**
- Reviews complex issues (e.g., multiple components of a product) and contacts customers to understand issue. Ensures customers stay informed as to the status/solution of their issue. Utilizes troubleshooting tools (e.g., event logs, performance traces) to help resolve customer issues.
- Resolves customer issues through problem solving, collaboration, and research. May take escalated issues as needed. Documents technical work and research.
- Performs in-depth product troubleshooting and remediation when needed.
- Collaborates on cross-team and cross-product technical issues by working with resources from other groups as needed to resolve moderately complex customer issues.
**Readiness:**
- Assists in the implementation of end-to-end readiness programs (e.g., mentoring, knowledge sharing or technical document creation, brown bag sessions, blogs, quality assurance checks). Develops readiness content. Mentors new Technical Support Engineers. Develops intermediate level competence on support topics.
**Product/Process Improvement:**
- Provides feedback to more senior engineers or serviceability team on functionality of products based on engagements with customers. Provides feedback to the product group for product improvement.
- Identifies potential defects and escalates to more senior engineers to resolve.
- Applies broad knowledge of automated tools being used across other technologies and products. Provides feedback for tool improvement.
- Identifies and provides feedback to address process gaps in an effort to streamline processes and shares best practices broadly.
- Participates in case triage meetings and/or case discussions to share knowledge with other engineers and contribute to more rapid customer solutions. Utilizes learnings from triage meetings to identify and communicate readiness needs to manager or readiness team.
**Other**
+ Embody our culture and values
**Qualifications**
**Required Qualifications:**
- 3+ years technical support, technical consulting experience, or information technology experience
o OR Bachelor's Degree in Computer Science, Information Technology (IT), or related field AND 1+ year(s) technical support, technical consulting experience, or information technology experience.
- Enterprise cloud experience with any of the major cloud providers, including cloud security, networking, and migration of multi-cloud or hybrid deployments
- Customer facing support background, including supporting large and complex geographically distributed enterprise environments with 1000+ users
- Language Qualification: fluent in reading, writing and speaking English
**Other:**
_Ability to meet Microsoft, customer and / or government security screening requirements are required for this role. These requirements include, but are not limited to the following specialized security screenings: Microsoft Cloud Background Check: This position will be required to pass the Microsoft Cloud Background Check upon hire / transfer and every two years thereafter._
**Preferred Qualifications:**
- Microsoft Technology Certifications such as SC-900
- Competent on Windows Server, Windows Client, Active Directory or Azure Active Directory Administration
- Knowledge in Linux or Mac administration
- Familiarity with AV and EDR solutions
- Experience with Microsoft tools like procmon and Windows Performance Analyzer.
#CES #CSS #SCIM
Microsoft is an equal opportunity employer. Consistent with applicable law, all qualified applicants will receive consideration for employment without regard to age, ancestry, citizenship, color, family or medical care leave, gender identity or expression, genetic information, immigration status, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran or military status, race, ethnicity, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable local laws, regulations and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application process, read more about requesting accommodations ( .

**Job Description:**
**Join our Team! 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. We have several new and exciting opportunities available as we expand our Customer Care team into Costa Rica!
**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.
+ Vacation, Sick leave, and Paid Holidays.
+ Employee Referral Program
+ Competitive leave policies including Sick, Bereavement and Maternity/Paternity Leave
+ Medical, Dental, and Vision Insurance Benefits
+ Community involvement opportunities & employee appreciation events.
+ State of the art, climate-controlled facility.
+ Gourmet coffee, beverages, snacks, and lunches are available in our café.
+ Employee Lounge with ping-pong table and football table for downtime and employee fun!
**Where are we?**
We are located at Ultrapark 1, La Aurora, Heredia.
**POSITION SUMMARY**
The primary function of this position is providing day-to-day leadership and supervision of the Costa Rica DEXIS technical support team monitoring performance and quality metrics to identify and drive continuous process improvement through the use of Envista Business System (EBS) tools. The candidate will have strong interpersonal skills, customer focused, and results driven.
This position will be an onsite in-office role, with core department hours of 7:00am - 5:00pm CT.
**Essential Duties and Responsibilities**
+ Provide training, coaching, motivation, and mentoring to ensure individual and key performance indicators (KPI) are met or exceeded
+ Assist other Technical Support leadership in developing and implementing countermeasures for continuous improvement
+ Implement Technical Support policies and procedures and direct activities that ensure the delivery of world-class service to our customers, while maintaining profitability
+ Ensure moderate to expert product knowledge exists within self and direct reports
+ Ensure ISO and FDA requirements are met within functional area
+ Manage customer escalations to resolution
+ Document session notes and complaints in appropriate systems.
+ Handle other duties and projects as assigned
**Job Requirements:**
The Technical Support Supervisor must be hands-on and detail-oriented, but also able to see the big picture. This role will have direct influence and impact to the Technical Support team members. Consistency in applying policies and procedures is critical. This role is very customer focused providing accurate information to all relevant constituents. The individual must be a professional, who can deliver results and develop the talent in their group. The Technical Support Supervisor must have strong interpersonal and communications skills. The candidate will be independent, capable of operating in a fast-moving and ever-changing environment, and able to make difficult business decisions, especially those that involve people. The individual must be skilled to lead a team through the change curve and adoption of presented process, procedure, product, or responsibility changes.
**MINIMUM REQUIREMENTS**
+ 4-year college degree or equivalent industry experience.
+ 3 years of previous leadership experience
+ 1 year call center management/technical support/help desk leadership experience
+ 3 years Advanced troubleshooting and administration knowledge of Windows operating systems, file structure, permissions, hardware peripherals, databases, and networks
+ Intermediate Proficient with Microsoft Office applications (Outlook, Word, Excel, and PowerPoint)
**PREFERRED REQUIRMENTS**
+ 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
+ Understanding lean management via Envista Business System (EBS)
+ Leadership - Must be able to inspire others to act on key initiatives.
+ Teamwork - Must be willing and able to work closely and effectively with other departments, peers, etc.
+ Influence - Must be able to influence direct reports, peers, leadership staff, internal and external customers.
+ Results orientation - Must consistently deliver results.
+ Communication - Must be able to effectively communicate in both written and verbal forms.
+ Professional Work and Detail Orientation - Must have excellent attention to detail, and all work must be at a high level of professionalism.
+ Positive Attitude - Does what it takes to successfully accomplish goals
**Operating Company:**
DEXIS
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.
Envista is a global family of more than 30 trusted dental brands, united by a shared purpose: to partner with professionals to improve lives. Envista helps its customers deliver the best possible patient care through industry-leading dental consumables, solutions, technology, and services. Our comprehensive portfolio, including dental implants and treatment options, orthodontics, and digital imaging technologies, covers an estimated 90% of dentists' clinical needs for diagnosing, treating, and preventing dental conditions as well as improving the aesthetics of the human smile. Envista companies, including DEXIS, Kerr, Nobel Biocare and Ormco, partner with dental professionals to help them deliver the best possible patient care.
Envista became an independent company in 2019. We brought with us the proven Envista Business System (EBS) methodology, an experienced leadership team, and a strong culture grounded in continuous improvement, commitment to innovation, and deep customer focus to meet the end-to-end needs of dental professionals worldwide. Envista is now one of the largest global dental products companies, with significant market positions in some of the most attractive segments of the dental products industry. For more information, please visit .

**Job Description:**
**Join our Team! 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. We have several new and exciting opportunities available as we expand our Customer Care team into Costa Rica!
**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 Offer**
+ Competitive Pay and Bonuses.
+ Vacation, Sick leave, and Paid Holidays.
+ Employee Referral Program
+ Competitive leave policies including Sick, Bereavement and Maternity/Paternity Leave
+ Medical, Dental, and Vision Insurance Benefits
+ Community involvement opportunities & employee appreciation events.
+ State of the art, climate-controlled facility.
+ Gourmet coffee, beverages, snacks, and lunches are available in our café.
+ Employee Lounge with ping-pong table and football table for downtime and employee fun!
**Where are we?**
Ultrapark1, La Aurora, Heredia
**Position Summary**
The primary function of this position is to support independent accounts and perform complex technical duties related to all DEXIS products, by answering customer questions or resolving issues in a support center environment.
The is an in-office position with staggered shifts between core departmental hours of 7:00am - 5:00pm CT, Monday - Friday in order to support US/Canadian customers. This position may be required to work holidays and overtime as dictated by business needs.
**Essential Duties and Responsibilities**
+ Investigate, analyze, and resolve complex support requests with internal and external customers via phone, email, chat, and remote control/assist software.
+ Take ownership of the customer issue to resolution.
+ Document session notes and complaints in appropriate systems.
+ Provide fast responses and always maintain an elevated level of professionalism.
+ Support multiple products.
+ Document session notes and complaints in appropriate systems.
+ Perform other duties or special projects as assigned.
+ Must consistently deliver results and meet KPI's, Metrics and Quality standards.
**Job Requirements:**
This position will require strong interpersonal phone and email skills and a strong customer focus resolving and troubleshooting customer issues. It will include troubleshooting equipment by phone and with service technicians and solving application problems with the end user that may or may not be comfortable using a computer.
**MINIMUM REQUIREMENTS**
+ High school diploma or equivalent
+ 1-2 years technical support and/or customer service experience
+ B2 proficiency level in English speaking as defined by the CEFR scale
+ Experience in troubleshooting and installation of computer software/hardware and remote desktop solutions via help desk, or phone support in a technical-related field.
+ Experience in troubleshooting network environments IE. TCP/IP, LAN, DNS, Client/Server configuration, user permissions.
+ Experience supporting Microsoft Windows versions & Microsoft Server
+ Basic Understanding of MS SQL.
**PREFERRED REQUIREMENTS **
+ CompTIA A+ certification, CompTIA Net+ certification, MCSA Windows certification or equivalent
+ Customer service training/courses
+ Knowledge of dental X-ray software and equipment
+ Experience troubleshooting with the MAC Parallel environment
+ Basic knowledge of virtual computing concepts
+ Basic Knowledge of HIPAA
**RELATIONSHIPS:**
**Internal relationships:**
+ Reports to the Technical Support Supervisor
+ Frequently interacts with all functional departments
**External Relationships:**
+ Frequently interacts with customers and partner dealers.
**Operating Company:**
DEXIS
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.
Envista is a global family of more than 30 trusted dental brands, united by a shared purpose: to partner with professionals to improve lives. Envista helps its customers deliver the best possible patient care through industry-leading dental consumables, solutions, technology, and services. Our comprehensive portfolio, including dental implants and treatment options, orthodontics, and digital imaging technologies, covers an estimated 90% of dentists' clinical needs for diagnosing, treating, and preventing dental conditions as well as improving the aesthetics of the human smile. Envista companies, including DEXIS, Kerr, Nobel Biocare and Ormco, partner with dental professionals to help them deliver the best possible patient care.
Envista became an independent company in 2019. We brought with us the proven Envista Business System (EBS) methodology, an experienced leadership team, and a strong culture grounded in continuous improvement, commitment to innovation, and deep customer focus to meet the end-to-end needs of dental professionals worldwide. Envista is now one of the largest global dental products companies, with significant market positions in some of the most attractive segments of the dental products industry. For more information, please visit .

**Job Description:**
Join our Team! 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. We have several new and exciting opportunities available as we expand our Customer Care team into Costa Rica!
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.
+ Vacation, Sick leave, and Paid Holidays.
+ Employee Referral Program
+ Competitive leave policies including Sick, Bereavement and Maternity/Paternity Leave
+ Medical, Dental, and Vision Insurance Benefits
+ Community involvement opportunities & employee appreciation events.
+ State of the art, climate-controlled facility.
Where are we?
UltraPark I, La Aurora, Heredia.
POSITION SUMMARY
The primary function of this position is to support independent accounts and perform complex technical duties related to all DEXIS products, by answering customer questions or resolving issues in a support center environment.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
· Investigate, analyze, and resolve complex support requests with internal and external customers via phone, email, chat, and remote control/assist software.
· Take ownership of the customer issue to resolution.
· Document session notes and complaints in appropriate systems.
· Provide fast responses and always maintain an elevated level of professionalism.
· Support multiple products.
· Document session notes and complaints in appropriate systems.
· Perform other duties or special projects as assigned.
· Must consistently deliver results and meet KPI's, Metrics and Quality standards.
**Job Requirements:**
QUALIFICATIONS:
This position is for a contact center environment that will require strong interpersonal phone and email skills and a strong customer focus resolving and troubleshooting customer issues. It will include troubleshooting equipment by phone and with service technicians and solving application problems with the end user that may or may not be comfortable using a computer. This position requires working standard departmental support hours (8am - 6pm EST Mon-Fri), hybrid model, holidays and overtime, as dictated by business needs.
MINIMUM REQUIREMENTS
· High school diploma or equivalent
· Experience in troubleshooting and installation of computer software/hardware and remote desktop solutions via help desk, or phone support in a technical-related field.
· Experience in troubleshooting network environments IE. TCP/IP, LAN, DNS, Client/Server configuration, user permissions.
· Experience supporting Microsoft Windows versions & Microsoft Server
· Basic Understanding of MS SQL.
PREFERRED REQUIRMENTS
· CompTIA A+ certification, CompTIA Net+ certification, MCSA Windows certification
· Knowledge of dental X-ray software and equipment
· Experience troubleshooting with the MAC Parallel environment
· Basic knowledge of virtual computing concepts
· Basic Knowledge of HIPAA
RELATIONSHIPS:
Internal relationships:
· Reports to the Technical Support Supervisor
· Frequently interacts with all functional departments
External Relationships:
· Frequently interacts with customers and partner dealers
PERSONAL TRAIT PROFILE:
· Strong customer focus
· Self-starter, fast learner and excited about technology
· Self- Sufficient
· Strong problem solver
· Results driven
· Detail oriented
· Patience and flexibility
· Team orientation (knows when to lead and when to follow)
· Lives the "continuous improvement" philosophy and can drive change successfully
· Logical and creative thinker
· Poised and confident
· Work well under extreme pressure
· Ability to influence others - credible
**Operating Company:**
DEXIS
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.
Envista is a global family of more than 30 trusted dental brands, united by a shared purpose: to partner with professionals to improve lives. Envista helps its customers deliver the best possible patient care through industry-leading dental consumables, solutions, technology, and services. Our comprehensive portfolio, including dental implants and treatment options, orthodontics, and digital imaging technologies, covers an estimated 90% of dentists' clinical needs for diagnosing, treating, and preventing dental conditions as well as improving the aesthetics of the human smile. Envista companies, including DEXIS, Kerr, Nobel Biocare and Ormco, partner with dental professionals to help them deliver the best possible patient care.
Envista became an independent company in 2019. We brought with us the proven Envista Business System (EBS) methodology, an experienced leadership team, and a strong culture grounded in continuous improvement, commitment to innovation, and deep customer focus to meet the end-to-end needs of dental professionals worldwide. Envista is now one of the largest global dental products companies, with significant market positions in some of the most attractive segments of the dental products industry. For more information, please visit .

With more than 45,000 employees and partners worldwide, the Customer Experience and Success (CE&S) organization is on a mission to empower customers to accelerate business value through differentiated customer experiences that leverage Microsoft's products and services, ignited by our people and culture. We drive cross-company alignment and execution, ensuring that we consistently exceed customers' expectations in every interaction, whether in-product, digital, or human-centered. CE&S is responsible for all up services across the company, including consulting, customer success, and support across Microsoft's portfolio of solutions and products. Join CE&S and help us accelerate AI transformation for our customers and the world.
Within the CSS Organization, the Mission Critical Services for Azure Events (MCSAE) team on a comprehensive Unified service designed to proactively help Azure customers identify and remediate any risk to executing a successful event, such as issues related to reliability, scalability, and resiliency. In addition, MCSAE provides a fast reactive support experience if the customer does experience any problems.
In the Customer Service & Support (CSS) team we are looking for people with a passion for delivering customer success. As a Senior Technical Support Engineer, you will own, troubleshoot and solve complex customer technical issues. This opportunity will allow you to accelerate your career growth, hone your problem-solving, collaboration and research skills, and deepen your technical proficiency.
Microsoft's mission is to empower every person and every organization on the planet to achieve more. As employees we come together with a growth mindset, innovate to empower others and collaborate to realize our shared goals. Each day we build on our values of respect, integrity, and accountability to create a culture of inclusion where everyone can thrive at work and beyond.
**Responsibilities**
**Business Integration**
+ Implements strategic business decisions with customers, partners, and teams to increase market share. Influences peers to implement strategy.
**Product/Process Improvement**
+ Contributes to and/or develops automation techniques and diagnostic tools to improve cross-group effectiveness.
+ Provides feedback to more senior engineers or serviceability team on functionality of products based on engagements with customers. Provides feedback to the product group for product improvement. Leverages overall product knowledge to determine if and when features require enhancements.
+ Participates in case triage meetings and/or case discussions to share knowledge with other engineers and contribute to more rapid customer solutions. Utilizes learnings from triage meetings to identify and communicate readiness needs to manager or readiness team.
+ Engages with engineering team to investigate product bugs, provides business impact, and collaborates with appropriate stakeholders and senior team members on fixes.
+ Translates feedback and creates processes and workflows for case resolution.
**Readiness**
+ Implements end-to-end readiness programs (e.g., mentoring, leading triages, content creation, brown bag sessions, blogs, quality assurance checks, writes technical articles) and contributes to the content and readiness strategy. Mentors Technical Support Engineers or members from other teams outside of Customer Service and Support (CSS). develops expert level competence on support topics.
**Response and Resolution**
+ Acts as an advisor to the customer and handles complex, repeatable, or escalated cases that may become politically charged. Creates technical articles or knowledge base (e.g., edits or creates news/ knowledge-base articles) that is internal or customer facing for better customer understand. Provides best practices and education to ensure customer understands the problem in order to proactively resolve potential issues in the future.
+ Performs complex product troubleshooting and remediation when needed. Works alongside the development teams to drive incident resolution for configuration, code, or other service deficiencies impacting customers. Analyzes patterns of problems and identifies workflows to optimize support engineering delivery for a team or region level.
+ Reviews complex issues (e.g., multiple components of a product) and contacts customers to understand issue. Ensures customers stay informed as to the status/solution of their issue. Utilizes troubleshooting tools (e.g., event logs, performance traces) to help resolve customer issues.
+ Collaborates on cross-team and cross-product technical issues by working with resources from other groups including support engineering groups, product groups, services team, and account team as needed to resolve complex customer issues.
**Other**
+ Embody our Culture ( and Values ( qualifications**
+ Bachelor's Degree in Computer Science, Information Technology (IT), or related field AND 3+ years of technical support, technical consulting experience, or information technology experience OR 5+ years of technical support, technical consulting experience, or information technology experience OR equivalent experience.
+ Business level fluency in English.
+ Experience with Azure Cloud Technologies.
**Other requirements:** Ability to meet Microsoft, customer and / or government security screening requirements are required for this role. These requirements include but are not limited to the following specialized security screenings: Microsoft Cloud Background Check: This position will be required to pass the Microsoft Cloud Background Check upon hire / transfer and every two years thereafter.
**Additional or preferred qualifications**
+ Microsoft Technology Certifications
+ Experience with any of the following: Azure Compute, Networking Container technology and Kubernetes and Web App on Linux, Azure Web Apps or Docker, or related software development platforms, and other PaaS Dev technologies, including SQL, (VM & MI).
+ Additional Skills: Databases, Azure Data Factory, APIM, Event Hub, Azure Functions, App Services,
#CES #CSS #AppsInfra #AzureCore
Microsoft is an equal opportunity employer. Consistent with applicable law, all qualified applicants will receive consideration for employment without regard to age, ancestry, citizenship, color, family or medical care leave, gender identity or expression, genetic information, immigration status, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran or military status, race, ethnicity, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable local laws, regulations and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application process, read more about requesting accommodations ( .

**Job Description:**
**Join our Team! 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. We have several new and exciting opportunities available as we expand our Customer Care team into Costa Rica!
**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 Offer**
+ Competitive Pay and Bonuses.
+ Vacation, Sick leave, and Paid Holidays.
+ Employee Referral Program
+ Competitive leave policies including Sick, Bereavement and Maternity/Paternity Leave
+ Medical, Dental, and Vision Insurance Benefits
+ Community involvement opportunities & employee appreciation events.
+ State of the art, climate-controlled facility.
+ Gourmet coffee, beverages, snacks, and lunches are available in our café.
+ Employee Lounge with ping-pong table and football table for downtime and employee fun!
**Where are we?**
Ultrapark1, La Aurora, Heredia
**Position Summary**
The primary function of this position is to support independent accounts and perform complex technical duties related to all DEXIS products, by answering customer questions or resolving issues in a support center environment.
The is an in-office position with staggered shifts between core departmental hours of 7:00am - 5:00pm CT, Monday - Friday in order to support US/Canadian customers. This position may be required to work holidays and overtime as dictated by business needs.
**Essential Duties and Responsibilities**
+ Investigate, analyze, and resolve complex support requests with internal and external customers via phone, email, chat, and remote control/assist software.
+ Take ownership of the customer issue to resolution.
+ Document session notes and complaints in appropriate systems.
+ Provide fast responses and always maintain an elevated level of professionalism.
+ Support multiple products.
+ Document session notes and complaints in appropriate systems.
+ Perform other duties or special projects as assigned.
+ Must consistently deliver results and meet KPI's, Metrics and Quality standards.
**Job Requirements:**
This position will require strong interpersonal phone and email skills and a strong customer focus resolving and troubleshooting customer issues. It will include troubleshooting equipment by phone and with service technicians and solving application problems with the end user that may or may not be comfortable using a computer.
**MINIMUM REQUIREMENTS**
+ High school diploma or equivalent
+ 1-2 years technical support and/or customer service experience
+ B2 proficiency level in English speaking as defined by the CEFR scale
+ B2 proficiency level in French
+ Experience in troubleshooting and installation of computer software/hardware and remote desktop solutions via help desk, or phone support in a technical-related field.
+ Experience in troubleshooting network environments IE. TCP/IP, LAN, DNS, Client/Server configuration, user permissions.
+ Experience supporting Microsoft Windows versions & Microsoft Server
+ Basic Understanding of MS SQL.
**PREFERRED REQUIREMENTS **
+ CompTIA A+ certification, CompTIA Net+ certification, MCSA Windows certification or equivalent
+ Customer service training/courses
+ Knowledge of dental X-ray software and equipment
+ Experience troubleshooting with the MAC Parallel environment
+ Basic knowledge of virtual computing concepts
+ Basic Knowledge of HIPAA
**RELATIONSHIPS:**
**Internal relationships:**
+ Reports to the Technical Support Supervisor
+ Frequently interacts with all functional departments
**External Relationships:**
+ Frequently interacts with customers and partner dealers.
**Operating Company:**
DEXIS
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.
Envista is a global family of more than 30 trusted dental brands, united by a shared purpose: to partner with professionals to improve lives. Envista helps its customers deliver the best possible patient care through industry-leading dental consumables, solutions, technology, and services. Our comprehensive portfolio, including dental implants and treatment options, orthodontics, and digital imaging technologies, covers an estimated 90% of dentists' clinical needs for diagnosing, treating, and preventing dental conditions as well as improving the aesthetics of the human smile. Envista companies, including DEXIS, Kerr, Nobel Biocare and Ormco, partner with dental professionals to help them deliver the best possible patient care.
Envista became an independent company in 2019. We brought with us the proven Envista Business System (EBS) methodology, an experienced leadership team, and a strong culture grounded in continuous improvement, commitment to innovation, and deep customer focus to meet the end-to-end needs of dental professionals worldwide. Envista is now one of the largest global dental products companies, with significant market positions in some of the most attractive segments of the dental products industry. For more information, please visit .

**Job Description:**
Dental Imaging Technologies Corporation is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, national origin, religion, gender, age, marital status, disability, veteran status, sexual orientation, gender identity, or any other characteristic protected by law.
POSITION SUMMARY
The primary function of this position is to support independent accounts and perform complex technical duties related to all DEXIS products, by answering customer questions or resolving issues in a support center environment.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
· Investigate, analyze, and resolve complex support requests with internal and external customers via phone, email, chat, and remote control/assist software.
· Take ownership of the customer issue to resolution.
· Document session notes and complaints in appropriate systems.
· Provide fast responses and always maintain an elevated level of professionalism.
· Support multiple products.
· Document session notes and complaints in appropriate systems.
· Perform other duties or special projects as assigned.
· Must consistently deliver results and meet KPI's, Metrics and Quality standards.
**Job Requirements:**
QUALIFICATIONS:
This position will require strong interpersonal phone and email skills and a strong customer focus resolving and troubleshooting customer issues. It will include troubleshooting equipment by phone and with service technicians and solving application problems with the end user that may or may not be comfortable using a computer. This position requires working standard departmental support hours (8am - 6pm EST Mon-Fri), holidays and overtime, as dictated by business needs.
MINIMUM REQUIREMENTS
· High school diploma or equivalent
· Experience in troubleshooting and installation of computer software/hardware and remote desktop solutions via help desk, or phone support in a technical-related field.
· Experience in troubleshooting network environments IE. TCP/IP, LAN, DNS, Client/Server configuration, user permissions.
· Experience supporting Microsoft Windows versions & Microsoft Server
· Basic Understanding of MS SQL.
PREFERRED REQUIRMENTS
· CompTIA A+ certification, CompTIA Net+ certification, MCSA Windows certification
· Knowledge of dental X-ray software and equipment
· Experience troubleshooting with the MAC Parallel environment
· Basic knowledge of virtual computing concepts
· Basic Knowledge of HIPAA
RELATIONSHIPS:
Internal relationships:
· Reports to the Technical Support Supervisor
· Frequently interacts with all functional departments
External Relationships:
· Frequently interacts with customers and partner dealers
PERSONAL TRAIT PROFILE:
· Strong customer focus
· Self-starter, fast learner and excited about technology
· Self- Sufficient
· Strong problem solver
· Results driven
· Detail oriented
· Patience and flexibility
· Team orientation (knows when to lead and when to follow)
· Lives the "continuous improvement" philosophy and can drive change successfully
· Logical and creative thinker
· Poised and confident
· Work well under extreme pressure
· Ability to influence others - credible
**Operating Company:**
DEXIS
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.
Envista is a global family of more than 30 trusted dental brands, united by a shared purpose: to partner with professionals to improve lives. Envista helps its customers deliver the best possible patient care through industry-leading dental consumables, solutions, technology, and services. Our comprehensive portfolio, including dental implants and treatment options, orthodontics, and digital imaging technologies, covers an estimated 90% of dentists' clinical needs for diagnosing, treating, and preventing dental conditions as well as improving the aesthetics of the human smile. Envista companies, including DEXIS, Kerr, Nobel Biocare and Ormco, partner with dental professionals to help them deliver the best possible patient care.
Envista became an independent company in 2019. We brought with us the proven Envista Business System (EBS) methodology, an experienced leadership team, and a strong culture grounded in continuous improvement, commitment to innovation, and deep customer focus to meet the end-to-end needs of dental professionals worldwide. Envista is now one of the largest global dental products companies, with significant market positions in some of the most attractive segments of the dental products industry. For more information, please visit .