Original listing text, shown exactly as published by the company.
About the Role
We are seeking a Technical Customer Support Specialist to join a growing support team. This role is ideal for someone who enjoys helping customers, solving technical issues, and learning new technologies.
You will serve as a primary point of contact for customers, assisting them via phone, email, and chat while troubleshooting software-related issues and ensuring a positive customer experience.
Key Responsibilities
- Respond to customer inquiries via phone, email, and chat.
- Troubleshoot software and technical issues and provide effective solutions.
- Investigate problems, identify root causes, and implement fixes or workarounds.
- Maintain accurate records of customer interactions and resolutions in the support ticketing system.
- Create and update knowledge base articles, FAQs, and internal documentation.
- Escalate complex issues to engineering or product teams when necessary.
- Follow up with customers to ensure issues have been fully resolved.
- Collaborate with product, engineering, and sales teams to communicate customer feedback and product improvement opportunities.
- Meet response and resolution service-level targets while maintaining high-quality support.
- Stay current on product updates, features, and industry best practices.
- Manage support requests across multiple communication channels.
Qualifications
Required
- 2+ years of experience in technical support, SaaS, or a related customer support role
- Fluent English communication skills (written and verbal)
- Experience in dental practice management software
- Experience in dental imaging software
- Experience using ticketing systems (e.g., Zendesk, Freshdesk, Intercom, Jira Service Management, or similar)
- Experience with Zapier and Trello or similar workflow/project management tools
- Strong troubleshooting and problem-solving abilities
- Excellent organizational skills and attention to detail
- Ability to explain technical concepts clearly to non-technical users
- Comfortable learning software applications and technical systems
- Reliable internet connection and remote work environment
Preferred
- Experience creating documentation, FAQs, or knowledge base content
- Exposure to automation tools or workflow integrations
- Experience supporting B2B software customers
Who We're Looking For
The ideal candidate is
- Genuinely interested in the role and eager to build a long-term career.
- Curious, engaged, and motivated to learn.
- Customer-focused and solution-oriented.
- Proactive, dependable, and accountable.
- Comfortable working independently in a remote environment.
- Excited to contribute to a collaborative team culture.
What You'll Get
- Fully remote position.
- Stable company with a long-standing customer base.
- Supportive and experienced team environment.
- Opportunities to learn, grow, and expand your technical skills.
- Direct impact on customer success and product improvement.
