SW Technical Support Representative

4 weeks ago

Santa Clara, United States Anatomage, Inc. Full time
Job DescriptionJob Description

Who is Osteoid?

Osteoid is creating the next generation of seamless and connected 3D dental imaging software and solutions that help accelerate the path to digital dentistry. Proven in over fifteen years of use by thousands of labs and dental practices, Osteoid’s software and hardware tools keep dental practices and labs ahead of the curve and allow dentists to competently diagnose any patient scan in 3D. An osteoid is a soft organic element that forms bones in the human body. Just like osteoids in the human body, Osteoid is providing the essential software to dental practice success. Osteoid is a wholly owned dental-focused subsidiary of Anatomage. www.osteoidinc.com.

About the Role

We are looking for a Tier 1 Technical Support representative to join our rapidly expanding Customer Success team. As part of the Customer Success Team, this position will impact the growth of our business and support our ambitious goals for 2024 and beyond. Tier 1 Technical Support Representative will provide technical and problem resolution to end-users (customers) by performing a question diagnosis while guiding users through step-by-step solutions.

**Only those located within California and Oregon will be considered for this role. **

What You’ll Do

● Collaborate with peers, team leads, engineers, and third-party vendors to resolve customer issues, maintaining complete ownership of issues from beginning to resolution

● Follow up with customers within a timely manner to ensure accurate resolution for their technical issues

● Document problems, diagnostics, interactions, next steps, and solutions implementation in our HubSpot CRM tool

● Expertly responds to telephone calls, chats, tickets, and email requests for technical support to deliver the highest-quality customer service in the industry to end-users.

● Consistently follow Standard Operating Processes and Procedures, Knowledge Base Articles to identify, resolve, and escalate issues as defined in an organized, effective manner to ensure customers perceive our company to be thorough, well-prepared, and punctual.

● Take ownership of issues and show professionalism and control

● Provide an extraordinary customer service experience

● Demonstrate your expert knowledge to customers through application and platform training sessions over webinars, in person events (such as office visits or tradeshows) and through content creation.

Requirements

Skills and Abilities Required

● Associates Degree (2-year colleges), or Bachelor’s degree (4-year universities)

● Exceptional written and verbal communications skills, with proven experience interacting with a range of personalities and styles, to establish effective relationships at all levels of the organization

● Able to quickly learn systems, processes, and procedures, and grasp technical concepts

● Must have a passion for learning and demonstrable intellectual curiosity

● Able to manage competing demands, multiple priorities, while remaining adaptable and flexible

● Strong Communication & Interpersonal Skills

● Leadership & Initiative

● Collaboration & Teamwork

● Analytical & Problem-Solving Proficiency

● Integrity & Enthusiastic Attitude

● Professional Demeanor

Qualities We Look For

● Experience working with Medical Devices or Medical Software is a plus

● Proficient in medical and/or dental terminologies is a plus

● General technical knowledge and proficiency is a plus

Benefits

What We Offer

● Health, Dental, and Vision care for you and your family

● 401K savings plan with employer matching

● Generous PTO leave and paid holidays

● Casual work culture

● Gym Stipend

● Employee Assistance Plan

● Team bonding activities and more

Osteoid is an Equal Employment Opportunity employer. We do not offer H1B Sponsorship at this time. Local candidates preferred.

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