Customer Tech Support Specialist

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

Job summary

Glidewell Dental in Irvine, CA is hiring a Customer Support Specialist to assist customers by phone and email, providing timely updates and ensuring SLAs are met. You will document interactions, gather logs, and triage issues for escalation to Level 2 and 3.

Responsibilities include using Zendesk to log all activities, creating end-user guidance, and supporting cross-functional teams with bug testing and feature enhancements. A Bachelor’s degree or related certification is preferred.

Qualifications

• 2+ years in a customer-service facing role with logging inbound/outbound communications and escalating issues.
• Experience in support analysis of external IT software or applications is preferred.

Responsibilities

• Provide first point of contact via phone and email and ensure responses meet service levels.
• Escalate issues to Level 2/3 and coordinate with IT sub-departments as required.

Skills

Customer service

Ticketing

Troubleshooting

Remote desktop

Communication

Education

Bachelor’s degree or certification in a computer related field

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.