Customer Support Specialist
New
Based in United States, 9 AM – 6 PM ETFull-TimeMiddle
SalaryCompetitive base salary ranging from $50,000 to $60,000
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Job Details
- Experience
- 5+ years
- Required Skills
- TroubleshootingCustomer supportSaaS
Requirements
- 5+ years of experience in dental office management, particularly in front-office operations involving billing and insurance claims.
- Strong understanding of dental insurance processes, claims workflows, and related administrative systems.
- Experience providing software training or onboarding support in a professional or healthcare environment.
- Excellent communication skills with the ability to explain technical and operational concepts clearly to non-technical users.
- Strong customer service mindset with a proven ability to build trust and long-term client relationships.
- Basic technical proficiency, including troubleshooting browser issues, hardware connections, and SaaS tools.
- Highly organized, detail-oriented, and capable of managing a structured, fixed work schedule (9 AM – 6 PM ET).
- Comfortable using AI tools and automation to improve efficiency and enhance daily workflows.
- Ability to work in a fast-paced support environment, including occasional holidays aligned with customer needs.
Responsibilities
- Provide real-time customer support to dental practices, helping them navigate software usage, billing workflows, and insurance claims processing within the platform.
- Conduct live training sessions (1:1 and group-based) to onboard users and improve their understanding of system features and best practices.
- Troubleshoot technical and operational issues, including software errors, browser issues, and integration challenges, escalating complex cases when needed.
- Act as a primary point of contact for customer questions, ensuring timely responses and high-quality resolution of issues.
- Capture and communicate customer feedback, bugs, and product gaps through internal ticketing systems for engineering and product teams.
- Identify opportunities to improve training materials and documentation for both internal teams and external users.
- Maintain strong documentation of customer interactions, issues, and resolutions to support continuity and service quality.
- Work collaboratively with cross-functional teams to improve customer experience and platform usability.
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