Dental SaaS Support Specialist

Oryx Dental Pty; McLean (VA); On-site; USD 45,000 - 65,000; Full time

Job summary

Oryx Dental Software is seeking a Support Specialist I to be the first point of contact for clients, delivering a positive customer experience. You will respond to questions, troubleshoot software/workflow issues, and educate users on the platform.

You will resolve Tier 1 issues while recognizing when escalation to Tier 2 is necessary, and you will primarily support clients in the Pacific and Mountain time zones.

Qualifications

• Excellent written and verbal communication skills.
• Strong customer service mindset with empathy, patience, and professionalism.
• Strong problem-solving skills and willingness to investigate before escalating.
• Ability to document customer interactions and troubleshooting steps clearly.
• Ability to manage multiple customer requests while maintaining high service levels.

Responsibilities

• Respond to customer inquiries via phone, email, and ticketing system in a timely and professional manner.
• Troubleshoot and resolve common software, configuration, and workflow questions using established processes.
• Educate clients on Oryx features, workflows, and best practices.
• Escalate more complex issues to Tier 2 with clear documentation.
• Meet SLAs for response and resolution times.

Skills

Communication

Empathy

Problem-solving

Documentation

Multi-tasking

Attention to detail

Questioning when unsure

Dental software experience

Tools

Ticketing system

SaaS software

Job description

Oryx Dental Software is seeking a Support Specialist I to be the first point of contact for clients, delivering a positive customer experience. You will respond to questions, troubleshoot software/workflow issues, and educate users on the platform.

You will resolve Tier 1 issues while recognizing when escalation to Tier 2 is necessary, and you will primarily support clients in the Pacific and Mountain time zones.