Product Support Representative

2 months ago

Waltham, United States Convergent Dental Inc Full time
Job DescriptionJob DescriptionConvergent Dental has developed and launched Solea, a dental laser that can cut tissue in the oral cavity without anesthesia. Solea has quickly become the #1 hard and soft tissue laser in dentistry. This is an exciting time to join our amazing team. With our innovative technology we are looking to change the world of dentistry for dentists and their patients.  
 Job SummaryWe are looking for a high energy, self-motivated Product Support Representative to join our team. 
In this role, you will provide our customers with everything from user support, training, technical problem diagnosis and resolution.  Our work environment is dynamic, and a creative atmosphere with team members that are passionate about what they do and the impact they are having.  If you enjoy a fast-paced environment that appreciates hard work and team players, this is the role for you. In this position you matter. This role fills a critical need and contributes significantly toward our company’s success. Responsibilities: 
  • Provide first-line support for Convergent Dental customers, including dentists, dental assistants, and front office managers. Receive inbound customer inquiries via phone, email, or chat.
  • Diagnose and follow through on issues reported, proactively make outbound calls to bring resolution to all issues.
  • Install, configure, and run diagnostic software remotely to resolve problems.  
  • Coordinate with field support technicians as needed to resolve customer issues.
  • Follow up with customers promptly to ensure problems are resolved to their satisfaction. 
  • Reinforce set up and maintenance training to dental office staff to ensure optimal use of their Solea laser.
  • Develop a strong working knowledge of all Convergent Dental products and the methodology utilized to effect field installations and repairs.
  • Promptly document all interactions in the CRM system to ensure quality requirements are met and accurate records are maintained.  
  • Coordinate Field Service scheduling, ordering replaced parts in time for in-field support visits, and coordinate freight shipments for laser swaps or returns for evaluation. 
  • Accept and manage customer requests received by internal Convergent Dental team members.  
  • Refer identified customer training issues to the internal training team.  Track and ensure these issues are resolved to the customers’ satisfaction.
  • Collaborate with cross-functional teams to provide feedback on common customer issues to help improve product design and functionality.
  • Establish and maintain positive relationships with customers.
  • Escalate issues to management, as needed.
Skills & Qualifications: 
  • Excellent interpersonal & customer service skills.
  • Demonstrated ability to learn new technologies quickly.
  • Strong attention to detail and follow through.  
  • Strong communication skills, written and verbal. 
  • Acts with urgency
  • Effective at multitasking 
  • Team player 
  • Dependable, assumes responsibility (for the job and assigned cases), keeps commitments, knows when to involve others, adheres to schedule requirements.
  • Associate degree, Business or Technology related field, or equivalent work experience required.
  • Telephone or in-person customer support experience (1-3 years) in a clinical or technical service role.
  • Prior experience in a service environment (3-5 years) working with customers to resolve problems related to computer hardware/software/medical devices preferred.
  • May require after-hours telephone support or on-call availability.
  • Background in computer software and/or hardware troubleshooting is a plus.
  • Windows and MS Office Suite experience required.  
  • Salesforce experience is a plus.
  • Experience in dental or medical practices reliant on advanced technologies a plus.  
  • Ability to work in the office 5 days Monday - Friday, shift 11:45 a.m. to 8:00 p.m. 
Benefits/Perks
  • Competitive Compensation & Benefits
  • Great Office Environment
  • Commitment to Your Success 
Convergent Dental is committed to developing a diverse and talented team. All candidates are encouraged to apply.  If you are excited about this role but are unsure whether you meet 100% of the requirements, we encourage you to inquire and/or apply.
 
 Convergent Dental is an Equal Opportunity Employer and does not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity and/or expression, status as a veteran, and basis of disability or any other federal, state or local protected class.
 
Disclaimer for Recruitment Agencies
Convergent Dental, Inc. does not accept unsolicited resumes from recruiters or employment agencies in response to our Careers page or any job posting or social media post. Convergent Dental, Inc. will not consider or agree to payment of any referral compensation or recruiter fee relating to these unsolicited resumes. Convergent Dental, Inc. explicitly reserves the right to hire those candidate(s) without any financial obligation to the recruiter or agency. Any unsolicited resumes received, including those submitted to hiring managers, are deemed to be the property of Convergent Dental, Inc. 

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