Dental Lab SaaS Support Specialist — Helpdesk Mastery

Labtrac Solutions Limited; Altrincham; On-site; GBP 26,000 - 38,000; Full time

Job summary

Labtrac Solutions Limited is seeking a customer-focused Helpdesk & Customer Support Specialist to provide first-line and second-line support for our SaaS platform used by dental laboratories. You will troubleshoot, train users, and guide implementations to ensure an exceptional customer experience throughout the journey.

The role emphasizes clear communication of technical concepts to non-technical users and ongoing contribution to support documentation and process improvements.

Qualifications

• Experience in customer support/helpdesk, preferably first-line and second-line support.
• Ability to troubleshoot software, hardware, and integrations.
• Clear communication of technical concepts to non-technical users.

Responsibilities

• Serve as the first point of contact for customer support via phone, email, tickets, and remote tools.
• Log, prioritise, and manage support tickets in line with SLAs.
• Diagnose and resolve software, hardware, workflow and integration issues.
• Escalate complex issues to specialist teams while maintaining customer communication.
• Monitor support queues to ensure timely resolutions.
• Document troubleshooting steps, resolutions, and interactions accurately.
• Investigate and resolve application, network, and connectivity issues.
• Support integrations with third-party systems and digital workflows.
• Assist with system configuration, user management, permissions, and setup.
• Identify recurring issues and suggest improvements to processes and product functionality.
• Create and maintain customer support documentation and training materials.
• Guide customers on best practices to maximise system adoption and efficiency.
• Support onboarding and implementation activities.
• Participate in testing new releases and updates.

Job description

Labtrac Solutions Limited is seeking a customer-focused Helpdesk & Customer Support Specialist to provide first-line and second-line support for our SaaS platform used by dental laboratories. You will troubleshoot, train users, and guide implementations to ensure an exceptional customer experience throughout the journey.

The role emphasizes clear communication of technical concepts to non-technical users and ongoing contribution to support documentation and process improvements.