Clinical Support Specialist

University of Michigan Health-West; Northern (KY); Hybrid; USD 60,000 - 75,000; Full time

Benefits offered by this job

Unlimited PTO

Remote-first environment

Job summary

University of Michigan Health-West is seeking a Clinical Support Specialist to assist dental practices using a digital restorative workflow platform. You will resolve inquiries, troubleshoot software and hardware, and ensure a smooth experience for clinical users.

You will collaborate with dental professionals, labs, and internal teams, building scalable support processes in a remote-first, fast-moving environment with opportunities to grow with an early-stage team.

Qualifications

• Strong verbal and written communication skills for diverse stakeholders.
• Hands-on dental industry experience with familiarity of intraoral scanning tech.
• Experience creating or maintaining support documentation.
• Ability to work with multiple software systems and learn new tools quickly.

Responsibilities

• Provide first-line support to dental practices via phone, email, and messaging channels.
• Handle order-related questions, billing inquiries, and general account support.
• Track, manage, and resolve support tickets using a helpdesk system.
• Coordinate lab fulfillment questions and communicate with lab partners.
• Troubleshoot basic software, scanner, and connectivity issues.
• Escalate complex technical problems to specialized support teams when needed.
• Coordinate equipment replacements and manage warranty-related cases.
• Maintain accurate records of issues, resolutions, and recurring patterns.
• Create and update help documentation, FAQs, and troubleshooting guides.

Skills

Excellent communication

Dental industry experience

Intraoral scanning familiarity

Troubleshooting

Documentation

Tools

3Shape

IMetric

Sirios scanners

CRM systems

Excel

Outlook

Job description

Compensation: $60,000-75,000 base salary + bonus + equity

About the Role

This opportunity is for a Clinical Support Specialist responsible for supporting dental practices using a digital restorative workflow platform. The role focuses on resolving inquiries, troubleshooting technical and operational issues, and ensuring a smooth experience for clinical users.

This position involves working closely with dental professionals, labs, and internal teams while helping build scalable support processes from the ground up. It is well suited for someone with hands‑on dental industry experience who enjoys problem‑solving and working in a fast‑paced, evolving environment.

What You’ll Do

• Provide first‑line support to dental practices via phone, email, and messaging channels
• Handle order‑related questions, billing inquiries, and general account support
• Track, manage, and resolve support tickets using a helpdesk system
• Coordinate lab fulfillment questions and communicate with lab partners
• Troubleshoot basic software, scanner, and connectivity issues
• Escalate complex technical problems to specialized support teams when needed
• Coordinate equipment replacements and manage warranty‑related cases
• Maintain accurate records of issues, resolutions, and recurring patterns
• Create and update help documentation, FAQs, and troubleshooting guides

Tools & Systems

• 3Shape, IMetric, and Sirios scanners and related software
• CRM and ticketing platforms
• Excel for tracking and reporting
• Outlook for communication
• Lab partner portals and operational systems

Qualifications

• 4+ years of experience in the dental industry (dental practice or dental lab)
• Strong verbal and written communication skills
• Familiarity with intraoral scanning technology
• Experience creating or maintaining support documentation
• Comfort working with multiple software systems and learning new tools quickly
• High attention to detail and strong technical problem‑solving ability
• Customer‑first mindset with a focus on service quality
• Ability to work independently in a remote environment
• Remote‑first work environment with flexible scheduling
• Unlimited paid time off
• Opportunity to grow with an early‑stage team and shape processes
• Collaborative and fast‑moving work environment
• Access to modern tools and systems