Dental Software Support Specialist - Customer Champion

Oryx Software Inc; McLean (VA); On-site; USD 40,000 - 60,000; Full time

Job summary

Oryx Dental Software is seeking a Support Specialist I to be the first point of contact for clients. You will respond to questions, troubleshoot common software and workflow issues, educate users, and help dental practices maximize the platform.

You will handle Tier 1 issues, escalate to Tier 2 when needed, and work mainly with clients in the Pacific and Mountain time zones. Strong communication and dental software experience are essential.

Qualifications

• 1–2 years in SaaS customer support or dental office roles.
• Excellent written and verbal communication.
• Empathy, patience and professionalism.
• Willingness to investigate before escalation.
• Dental industry experience with dental software is required.

Responsibilities

• Respond to inquiries via phone, email, and ticketing system.
• Troubleshoot software, configuration, and workflow questions.
• Educate clients on features, workflows, and best practices.
• Guide customers through troubleshooting steps clearly and patiently.
• Document customer interactions and resolutions in the systems.
• Escalate complex issues to Tier 2 with proper documentation.
• Maintain ownership of customer communication until issue is resolved.
• Meet SLAs for response and resolution times.
• Collaborate with Tier 2 and Support Team Lead.
• Partner with Customer Success to support positive customer experience.
• Continue developing product knowledge through training and hands‑on experience.

Skills

SaaS support

Customer service

Communication

Problem solving

Documentation

Job description

Oryx Dental Software is seeking a Support Specialist I to be the first point of contact for clients. You will respond to questions, troubleshoot common software and workflow issues, educate users, and help dental practices maximize the platform.

You will handle Tier 1 issues, escalate to Tier 2 when needed, and work mainly with clients in the Pacific and Mountain time zones. Strong communication and dental software experience are essential.