Technical Support Specialist

Technical Support Specialist

We are seeking a skilled Technical Support Specialist to join our team. As a key member of our support team, you will be responsible for delivering exceptional customer service and technical support to internal and external stakeholders.

Your primary responsibilities will include:

• Providing guidance on case planning, software navigation, and related processes via email and telephone;
• Managing all order- and software-related queries from all SureSmile customers;
• Supporting software integrations and exports of STL/DICOM Files;
• Handling end-to-end management of multiple projects and customer issues;
• Recording all order- or software-related queries and follow-up to resolution;
• Working as part of a broader customer support team, providing backup and support and sharing responsibility for completion of tasks as required;
• Collaborating across departments including Customer Support, Shipping, Supply Chain, User Maintenance, Manufacturing, and Digital Lab, Field Support Team;
• Documenting all pertinent end-user identification information, including name, practice, contact information, and nature of problem or issue;
• Issuing escalations, when needed, to appropriate person or department;
• Communicating regularly with manager and customer to keep interested parties updated and informed about status and ultimate resolution of issue;
• Processing orders/changes according to established department policies and procedures;
• Informing customer of unit pricing, shipment dates, anticipated delays, and any additional information, including addressing customer billing questions;
• Tracking orders and deliveries to check overdue dispatches and delivery status;
• Managing data updates and shipment files to ensure work trail and delivery rescheduling;
• Managing return of goods with shipping and IT department, and ensuring correct customs documentation;
• Monitoring open and unconfirmed orders; reviewing open physical or digital lab orders, resolving open or unconfirmed orders in the ERP or Manufacturing Web Manager;
• Tracking inventory for all VPro, Dr, and Patient Kit Orders in the ERP system and communicating with the warehouse;
• Developing and refining processes and procedures to support continuous improvement;
• Maintaining confidentiality of patient information;
• Adhering to all health and safety procedures and policies to ensure a safe working environment;
• Complying with company and departmental policies and administrative requirements.

If you have a passion for delivering exceptional customer service and technical support, we encourage you to apply for this exciting opportunity.

Key Qualifications

To be successful in this role, you will need:

• High School Diploma or equivalent required;
• A minimum of 2 years of experience working in a Customer Support and/or Technical Support environment preferred;
• Dental knowledge and/or experience, preferably in Orthodontics, is a plus;
• Dental certification and/or training a plus;
• Proficient in Microsoft Office Suite, browser-based software, basic computer hardware;
• Proficient in Internet and Email Applications;
• Knowledge of CRM systems;
• Knowledge of technical support software, such as AX, SAP, and Salesforce;
• Ability to manage difficult or emotional customer situations in a timely and professional manner;
• Ability to educate or coach customers via telephone, in person, or in a classroom setting;
• Ability to provide technical assistance via TeamViewer for screen sharing and troubleshooting;
• Ability to handle multiple projects simultaneously with high degree of professionalism and prioritization;
• Strong communication, collaboration, analytical, and leadership skills;
• Strong problem assessment, analytical, decision-making, and problem-solving skills;
• Strong customer service and interpersonal skills, including rapport-building, listening, and questioning;
• Excellent verbal, written, and communication skills;
• Ability to build productive relationships in a global environment;
• Excellent troubleshooting skills;
• Strong documentation skills;
• Multilingual (read, speak, and write) a plus.

If you have the skills and qualifications we are looking for, please submit your application today.

Why Work at Our Company?

At our company, we are committed to creating a positive and inclusive work environment that supports the well-being of our employees. We offer a range of benefits and opportunities for growth and development, including:

• Competitive salary and benefits package;
• Opportunities for career advancement and professional development;
• Collaborative and dynamic work environment;
• Flexible work arrangements and work-life balance;
• Professional development opportunities, including training and mentoring programs;
• Opportunities to contribute to and be involved in various corporate social responsibility initiatives.

Join us and be a part of a talented and dedicated team that is passionate about making a difference in the lives of others.

How to Apply

If you are excited about this opportunity, please submit your resume and cover letter to us. We look forward to hearing from you.