Tier II Technical Customer Support Specialist

About the role

Mashura LLC is the industry leader in Inventory Intelligence for healthcare. We design and deliver innovative software and hardware solutions that empower dental, veterinary, lab, and academic facilities to control, optimize, and maximize their operations.

Core responsibilities

• Wow our clients with every interaction in a professional and friendly manner.
• Recognize complex or escalating conversations and apply positive, solution-focused language to resolve client needs.
• Ensure prompt responses and appropriate escalation, coordinating with internal departments for seamless resolution.
• Document all necessary ticket information accurately and thoroughly.
• Investigate and troubleshoot Cubex proprietary software and cloud website.
• Utilizing SQL scripts for advanced troubleshooting.
• Manage case activity and ensure tickets are escalated or closed appropriately.
• Execute and adhere to all Cubex Company and department SOP’s and SLA’s.
• Complete additional duties as assigned by the Support Team Supervisor.
• Techician dispatch management.
• Support of the field implementation team during Cubex installations.
• Upgrade client software.
• Image and set up hard drives as necessary.
• Coordinate and execute the shipment of parts and supplies to customers.
• Installation and training of Cubex software and hardware for clients.

Required qualifications

• Customer service experience in a professional setting.
• Proficient in internet-based applications with a strong technical aptitude and ability.
• Intermediate knowledge of Microsoft Office Suite Products is required.
• Strong verbal and written communication skills; able to adapt for both technical and non-technical personnel.
• Able to actively listen, empathize, and reassure clients that their issues will be resolved.
• Promotes positive experience for clients and contributes to personal, team, and company growth.
• Logical and creative problem-solving ability with excellent analytical skills.
• Outstanding attention to detail and organizational skills.
• Ability to thrive in a fast-paced, queue-based environment.
• Strong time-management skills with the ability to prioritize effectively.
• Adaptable to evolving job needs and priorities.
• Ability to work a flexible shift, which may include working on a weekend or at night (on call rotating weekend shift).
• High School Diploma or equivalent required.

Prior to employment

• Open PTO; including 9 observed holidays.
• Medical, dental, and vision insurance.
• Health Savings Account.
• Flexible Spending Accounts; Health Care and Dependent Care.
• 401(k) with generous company contribution- Safe Harbor Contribution.
• Company paid long-term disability and life insurance.
• Employee Assistance Program (EAP).
• United Pet Care pet coverage.

Equal Employment Opportunity Statement

Mashura LLC is an Equal Opportunity Employer. We are committed to a workplace free of discrimination and harassment and make employment decisions on the basis of merit. Mashura LLC prohibits discrimination and harassment of any type and affords equal employment opportunities to employees and applicants without regard to race, color, religion, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity or expression, national origin, ancestry, age, physical or mental disability, genetic information, marital status, veteran or military status, or any other characteristic protected by federal, state, or local law.