Customer Tech Support Specialist: Frontline Troubleshooter

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

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