Technical Support Specialist

About the Role

The Technical Support Specialist is responsible for answering technical support questions, application support, and providing clients with technical guidance on the use of computer technology in dental offices. This role applies a general working knowledge of computer software, hardware, and troubleshooting skills to resolve a substantial number of client problems independently. The primary goal is to minimize the impact to our customer by resolving an incident or request as quickly as possible and escalating as necessary to restore customer business operations. The role is a technical generalist able to independently diagnose and resolve issues utilizing knowledge systems and technical resources as required.

Key Responsibilities

• Demonstrate skills in problem analysis, customer relations, organizational abilities, telephone etiquette, and in effective working relationships with other service/support groups.
• Demonstrate the ability to solve common problems and to provide immediate solutions.
• Follow proper procedures for processing escalations and defects.
• Provide input for new products, features, product usability, and supportability.
• Suggest proposed solutions to basic issues in the knowledge base and for internal/external documentation.
• Perform proactive calls.
• Provide expert solutions to complex customer issues accurately and in a timely manner as specified within company standards and guidelines.
• Escalate issues following the escalations guidelines as needed.
• Record an entry for every customer contact in the CRM.
• Document issues and resolutions thoroughly in the CRM.
• Maintain and increase quality and technical evaluation scoring.
• Perform data analysis and editing of customer data.
• Perform call escalation and handle escalated calls following escalation procedures as needed.
• Provide input for training based on call escalations.
• Perform collection of data from customer sites following HIPAA guidelines where applicable.
• Resolve conversion issues.
• Resolve live-line calls, email, chat, or other methods of contact as needed or directed by a supervisor.
• Notify management on call escalations as needed.
• Maintain and increase product knowledge on applicable products/applications via training, documentation, and personal research.
• Submit proposed solutions to complex issues in the knowledge base and internal/external documentation.
• Perform shift work as scheduled.
• Perform any tasks as directed by their supervisor.

Requirements & Tech Stack

• Demonstrated skills in problem analysis, customer relations, organizational abilities, telephone etiquette, and in effective working relationships with other service/support groups.
• Working knowledge of Microsoft Operating Systems.
• Demonstrated aptitude for logic and screen human harmony.
• Ability to work independently, manage competing priorities, and adapt in a fast-paced environment.
• Strong organizational, time management, and multitasking skills.

Qualifications

• Required: High School Diploma or equivalent certificate.
• Required: 0-1 year experience in a technical service-related field.
• Preferred: College Degree or equivalent experience.
• Preferred: One (1) year experience in a technical service-related field and a thorough knowledge of operating systems and MS applications.
• Excellent verbal and written communication skills.
• Ability to make decisions independently.