Customer Technical Support Specialist

Job Overview

We are seeking a dedicated Customer Technical Support Specialist to provide outstanding assistance to our customers via phone and email. This role focuses on timely communication, troubleshooting level 1 technical issues, and ensuring customer satisfaction through various platforms including My Accounts, Glidewell Direct, Inclusive Dental, Glidewell.io, and Digital Order Processing.

Key Responsibilities

• Respond to customer inquiries promptly through phone and email within targeted service level agreements.
• Support order processing operations by investigating, diagnosing, and resolving basic technical problems.
• Gather necessary diagnostic materials such as logs, files, and images to escalate issues to Level 2 and Level 3 support teams.
• Communicate technical details clearly to team members and CTS Analysts.
• Participate in testing, reviewing bugs, and facilitating implementation of software enhancements.
• Act as the main technical support liaison for external customers using company and third-party CAD/CAM technologies.
• Maintain accurate and up-to-date records of all customer interactions in the Zendesk ticketing system.
• Serve as a single point of contact (SPOC) for customers, escalating issues to the appropriate sub-departments and coordinating with external IT teams as needed.
• Track and efficiently resolve customer issues, escalating and closing support cases in a timely manner.
• Develop procedural documentation including manuals and Knowledge Base articles.
• Employ remote desktop tools to troubleshoot and resolve customer issues remotely.
• Perform additional related tasks and projects assigned by management to meet business needs.

Qualifications

• Bachelor’s degree or relevant certification in a computer-related field is preferred.
• A minimum of two years’ experience in customer service roles involving logging and escalating support requests.
• At least one year of experience supporting external customer IT software or applications, ideally in support analysis.

Compensation

The pay range for this role is $20.37 to $22.00 per hour.