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Technical Support Representative

3 months ago

Irvine, United States Medit Full time

Medit specializes in 3D measurement and CAD/CAM solutions for dental clinics and labs, including intraoral scanners, based on its own patented state-of-the-art technology. We also have developed the only open source platform solutions for digital dentistry. We're looking to add a Technical Support Representative to our growing company


This is a Full-Time and Remote position taking incoming support calls. You must have 2+ years of previous experience in a tech support position.


Key Responsibilities:

  • Serve as the first point of contact for customer technical inquiries, providing prompt and professional assistance.
  • Diagnose and troubleshoot customer-reported technical issues related to Medit's scanning technology and software applications.
  • Collaborate with customers to identify and understand the nature of their technical problems.
  • Providing Tier 1 and 2 support, resolving complex technical issues that require in-depth knowledge of Medit's products.
  • Utilize remote access tools, phone, email, and chat to guide customers through technical problem-solving processes.
  • Document all customer interactions, including issue details and resolution steps, in our CRM system.
  • Develop and maintain a deep understanding of Medit's scanning technology and software products.
  • Stay updated on new product features and updates to provide accurate and up-to-date technical support.
  • Clearly and effectively communicate technical information to both technical and non-technical customers.
  • Offer excellent customer service by managing customer expectations and ensuring timely issue resolution.
  • Collaborate with internal teams, including R&D and QA, to escalate and resolve complex technical issues.
  • Provide feedback to product development teams based on customer feedback and technical trends.


Qualifications:

  • Bachelor's degree in a related field or equivalent work experience.
  • Proven experience in a technical support role, preferably in the dental or medical technology industry.
  • Strong technical aptitude and problem-solving skills.
  • Excellent communication and interpersonal skills.
  • Proficiency in using remote support tools and CRM systems.
  • Zendesk experience a plus.
  • Ability to work independently and in a team-oriented environment.
  • Detail-oriented with a strong commitment to customer satisfaction.
  • Willingness to learn and adapt to new technologies.