Technical Support Specialist - TC

Dds Lab; Tampa (FL); On-site; USD 42,000 - 64,000; Full time

Job summary

DDS Lab in Tampa, FL is seeking a Technical Support Specialist to provide customer-facing technical support for production-related cases. You will interact with doctors and dental staff, document activity in LabTrack/CRS, and help resolve issues promptly while maintaining high service standards.

The role requires strong typing and computer skills, fluent English, and experience in a call center or dental setting, with results-driven collaboration across teams.

Qualifications

• High School Diploma or GED required.
• Excellent typing and computer skills.
• Call center experience preferred.
• Fluent in written and spoken English.
• Previous dental experience in a lab or dental office preferred.

Responsibilities

• Provide phone consultation and guidance to customers including doctors and dental office staff.
• Make outbound calls to dental office customers to resolve out of production case issues.
• Document all communications in the CRM system and attach photos to case records.
• Maintain key performance indicators for call productivity (case turnaround time, call volume).
• Represent DDS Lab products and warranties accurately.
• Ensure timely follow-up responses to customer inquiries as required by management.
• Escalate technical issues to the TC team as needed.
• Enter customer complaints in the feedback system and manage Aging Cases workload.
• Handle non-technical questions to maintain high one-call resolution.
• Perform other duties as needed.

Skills

Typing

Call center experience

English fluency

Dental office experience

Education

High School Diploma or GED

Job description

Job Details

Job Location: Tampa Corporate - TAMPA, FL 33634

Position Type: Full Time

The Technical Support Specialist position is responsible for technical support to our customers in relation to cases coming from production. This position is a combination of client interaction ensuring customer satisfaction/retention, system/database administration, and clarification of prescription non-conformances prior to fabrication. This selected individual will assist the department to provide our customers with prompt, attentive communications.

Key Responsibilities

• Provide phone consultation and guidance to customers including doctors and dental office staff.
• Make outbound calls to dental office customers to resolve out of production case issues.
• Ensure call communications are properly documented in the customer relationship management system (LabTrack/CRS) including saving and attaching photos to case records.
• Maintain key performance indicators for call productivity such as case turnaround time and call volume.
• Accurately represent DDS Lab products and warranties.
• Ensure that customers receive a follow-up or response to inquiries within designated time frames determined by management.
• Filter and communicate technical issues to the TC team as necessary.
• Enter customer complaints in our feedback system.
• Soft transfer calls to technicians.
• Learn about DDS Labs products and services and keep up to date with any changes.
• Manage Aging Cases workload by sorting and organizing cases as needed to meet customer fulfillment requirements.
• Respond to non-technical customer questions in order to maintain a one-call resolution and high customer service standards.
• Other duties as needed.

Qualifications

• High School Diploma or GED required.
• Excellent typing and computer skills.
• Call center experience preferred.
• Fluent in written and spoken English.
• Previous dental experience in a lab or dental office preferred.

Special Position Requirements

• Strong attention to detail.
• Dependable and reliable.
• Handle customer interactions in a professional manner.
• Adherence to assigned schedules.
• Compliance with dress code standards.
• Utilize effective, real-time stress management techniques to prevent negative customer experiences.
• Demonstrate strong problem-solving skills within a limited timeframe while assisting customers over the phone.
• Proficiency in using a mouse and digital camera, along with basic keyboarding skills to navigate multiple databases.
• Maintain a high level of professionalism by speaking clearly and using a positive tone during customer interactions and while working in the call center environment.