Customer Support Specialist I - Tops
New
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PracticeTekOrthodontics SaaS
We’re excited to consider remote candidates for this role, MST or PST time zones preferredFull-TimeEntry
Salary20 - 24 USD per hour
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Job Details
- Required Skills
- TroubleshootingCustomer support
Requirements
- Have prior experience and knowledge of orthodontics SaaS systems.
- Experience with Tops, Greyfinch, Ortho2, or Cloud9 is preferred.
- Be familiar with SaaS platforms and integrated product support.
- Be able to troubleshoot and resolve issues across connected systems.
- Have a bachelor’s degree or an equivalent combination of education and work experience; a bachelor’s degree is preferred.
- Be able to work remotely with a remote team.
- Demonstrate a strong work ethic, self-motivation, and willingness to be coached.
- Be willing to travel to trade shows or events on occasion.
Responsibilities
- Deliver phone and email support to end-users, handling a volume of 500+ calls and emails per week.
- Use active listening to capture client needs and urgency.
- Determine solutions using internal resources and escalate priority issues according to client specifications.
- Replicate client-reported issues and work with Product and Development teams to deliver solutions.
- Document actions taken on support incidents and clearly record resolutions.
- Generate leads for services and sales.
- Pass customer feedback and suggestions to the appropriate internal team.
- Travel to trade shows or events on occasion.
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