Customer Tech Support Specialist

Glidewell Dental; Irvine (CA); On-site; USD 28,000 - 30,000; Full time

Job summary

Glidewell Dental is seeking a customer support specialist to assist callers and email inquiries, ensuring timely responses and updates on status and resolutions. The role involves researching and resolving level 1 IT issues, gathering logs for escalation, and supporting team with bug tests and knowledge base creation.

The successful candidate will handle external customer tech issues across Glidewell Direct platforms, use Zendesk for ticketing, and coordinate with IT sub-departments to resolve

Qualifications

• Bachelor’s degree or certification in a computer related field preferred.
• Minimum two (2) years’ experience in a customer service facing role with experience logging inbound and outbound customer communications and escalating support issues.
• Minimum one (1) year of experience in support analysis, preferably of external customer IT software or applications

Responsibilities

• Provides support to customers through phone calls and emails within targeted service level timeframes.
• Researches, troubleshoots, analyzes, and resolves level 1 customer technical support issues.
• Gathers support logs, files, and images for escalation to Level 2/3 and triage.

Skills

Customer service

Troubleshooting

Communication

Education

Bachelor’s degree or certificate in computing

Tools

Zendesk

Remote desktop tools

Job description

Essential Functions:

• Provides support to customers through phone calls and emails. Ensures calls and emails are responded to within targeted service level timeframes. Contacts customers with updates via phone and email on status and problem resolution.
• Provides customer ordering processing support, including but not limited to researching, troubleshooting, analyzing, and resolving level 1 customer technical support issues.
• Gathers support logs, files, images for escalation and triage to Level 2 and Level 3
• Collects and relay technical information to team members and CTS Analysts as necessary.
• Assists team with tests, reviews, and evaluations of bugs and implementation of enhancements.
• Acts as the primary support contact for customer technical support for My Accounts, Glidewell Direct, Inclusive Dental, Glidewell.io, and Digital Order Processing.
• Supports external customers with resolution of issues related to company owned technologies and 3rd party CAD/CAM software.
• Logs all inbound and outbound activities (phone and email) into Zendesk ticketing system. Ensures support tickets and customers are updated regularly.
• Provides first point of contact (SPOC) support to customers; escalates issues to appropriate IT sub-departments, Customer Service, and/or Technical Advisors as required to resolve issues. Communicates with external customers’ IT departments to resolve problems when necessary.
• Tracks, troubleshoots, updates, escalates, and closes customer support cases as appropriate.
• Creates procedure manuals, end-user documentation, and Knowledge Base Articles
• Utilizes remote desktop control tools to assist and resolve customer issues.
• Performs other related duties and projects as business needs require at direction of management.

Education and Experience:

• Bachelor’s degree or certification in a computer related field, preferred.
• Minimum two (2) years’ experience in a customer service facing role with experience logging inbound and outbound customer communications and escalating support issues.
• Minimum one (1) years of experience in support analysis, preferably of external customer IT software or applications

Pay Range: $20.37-$22.00/hr.