Customer Support Technician

About the Role

Product specialist for our applications for dental offices (Tier 1). This position has set hours, Monday–Friday, paid holidays, and full benefits. This is an in-office role in Provo, Utah.

Responsibilities

• Providing support via chat, email, talk, and remote sessions (multi-tasking required)
• Omni-channel support (chat, phone, and email)
• Internal collaboration with support, training, and billing departments
• External collaboration with client's IT services and third parties
• Engaging with clients as a product specialist for all needs (questions, troubleshooting, updates, etc.)
• Individual and team-based problem solving
• Working with Tier 2/Escalation Support Representative
• Connecting to clients via remote software

Required Experience

• Ability to work collaboratively with all team members, including support, trainers, managers, and administrators
• Ability to multi-task efficiently (providing multi-channel support simultaneously)
• Critical thinking and troubleshooting
• Self-manage workload (prioritization, time management)
• Ability to be self-directed, prioritize tasks, and organize overall workload
• Ability to work effectively in a fast-paced environment
• Provide accurate and quick support

Preferred Qualifications

• Technical support background (2 years of customer service experience preferred)
• Understanding of Windows Operating System(s)
• Previous high-pace work experience
• Experience with multi-channel support