Technical Customer Support Specialist

iDentalSoft - Overland Park, KS

Full-time

iDentalSoft is the leading cloud-based dental practice management platform for modern dentists. We’re winning over the market with the most comprehensive set of features, competitive pricing, and high-touch approach to customer support. As a Customer Support Specialist, you’ll play a key role in the identification of technical issues, management of open tickets, and ownership through resolution.

We’re backed by a team of serial entrepreneurs and investors with offices in Silicon Valley and Overland Park, KS. This is an opportunity to join an early stage startup with a mature product that customers love. You’ll be key driver in our success with future opportunities to step up as the organization grows.

Responsibilities:

  • Analyze support requests (email, phone, ticket submissions) from our national customer base.
  • Research, diagnose, and record customer resolution progress in an online ticketing system.
  • Interact with offshore QA and development teams for level 2/3 issues
  • Interact with clients over phone and email.
  • Support new client setup, software configuration and interfaces with hardware (imaging, printers, fax machines, etc.) in client offices
  • Work closely with Client Success Managers to maintain customer satisfaction

Requirements:

  • Bachelors degree in IT or related field
  • 3+ years in technical customer support roles
  • Comfortable in client-facing situations with a calm and patient demeanor
  • Knowledgeable in using Microsoft and configuring Windows software
  • Experience in SaaS technical support a plus
  • IT experience with Mac, Database/SQL, network and/or dental environment are a plus

Job Type: Full-time

Experience:

  • Technical Support: 3 years (Preferred)
  • SQL: 1 year (Preferred)

Education:

  • Bachelor's (Preferred)