Customer Experience Specialist (Healthcare Account & Project-based) - Onsite

Eclaro Business Solutions, Inc; Metro Manila; Hybrid; PHP 2,813,000 - 4,063,000; Full time

Job summary

Eclaro Business Solutions, Inc. is seeking a skilled Customer Experience Specialist to support dental offices and clinicians with dental scanning hardware and software.

You will manage live chat inquiries, troubleshoot technical issues, and deliver an exceptional support experience—often during urgent, patient-facing moments in the dental practice. The role requires strong written English, clinical or dental experience, and a service mindset.

Qualifications

• 5+ years in specialized BPO or Healthcare Virtual Assistance is required.
• Clinical or Dental Foundation: Direct experience with dental clinics, medical devices, or patient treatment plans.
• Advanced Technical Support: Proven ability to troubleshoot software/hardware beyond basic navigation.
• Multi-Channel Experience: Managing Phone, Chat, and Email with high accuracy.
• Exposure to dental platforms such as 3Shape, intraoral scanners, or CAD/CAM software.
• Experience in healthcare, dentistry, or medical device support.

Responsibilities

• Provide calls and live chat support to U.S.-based dental practices using scanners and software.
• Troubleshoot and resolve issues related to hardware, software, and device setup as well as clinical workflows.
• Guide users step-by-step through technical fixes with clear and concise written English.
• Prioritize speed and accuracy when patient care is involved.
• Maintain accurate documentation in support systems and tools.
• Escalate complex cases to internal teams when needed.
• Continuously learn new workflows, tools, and support practices.

Skills

5+ years BPO/Healthcare VA

Clinical/Dental experience

Advanced technical support

Multi-channel support

Healthcare/medical device support

Device setup & network troubleshooting

Education

Bachelor's degree or equivalent

Tools

Dental platforms (3Shape, intraoral scanners, CAD/CAM)

Job description

About the role

We are seeking a skilled Customer Experience Specialists to support dental offices and clinicians using dental scanning hardware and software. You'll manage live chat inquiries, troubleshoot technical issues, and deliver an exceptional support experience—often during urgent, patient-facing moments in the dental practice. This role is ideal for professionals with strong written English, technical troubleshooting experience, and a service mindset suited for healthcare or clinical support environments.

Key responsibilities

• Provide calls and live chat support to U.S.-based dental practices using scanners and software

• Troubleshoot and resolve issues related to hardware, software, and device setup as well as clinical workflows

• Guide users step-by-step through technical fixes with clear and concise written English

• Prioritize speed and accuracy when patient care is involved

• Maintain accurate documentation in support systems and tools

• Escalate complex cases to internal teams (tech support, operations, product) when needed

• Continuously learn new workflows, tools, and support practices

About you

• 5+ years in specialized BPO or Healthcare Virtual Assistance

• Clinical or Dental Foundation: Direct experience with dental clinics, medical devices, or patient treatment plans

• Advanced Technical Support: Proven ability to troubleshoot software/hardware beyond basic navigation

• Multi-Channel Experience: Seamlessly managing Phone, Chat, and Email while maintaining high accuracy

• Bachelor's degree or college undergraduate with relevant experience

• Exposure to dental platforms such as 3Shape, intraoral scanners, or CAD/CAM software

• Experience in healthcare, dentistry, or medical device support

• Understanding of device setup, connectivity, and basic network troubleshooting