Tech Support Specialist: Customer Care & Troubleshooting

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

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.