Product Support Specialist

1 week ago


Waltham, Massachusetts, United States Convergent Dental Full time
About the Role

We are seeking a highly skilled and motivated Product Support Specialist to join our team at Convergent Dental. As a Product Support Specialist, you will play a critical role in providing exceptional customer service and technical support to our customers.

Key Responsibilities
  • Provide first-line support to customers, including dentists, dental assistants, and front office managers, via phone, email, or chat.
  • Diagnose and resolve technical issues, including installing, configuring, and running diagnostic software remotely.
  • Coordinate with field support technicians as needed to resolve customer issues.
  • Follow up with customers to ensure problems are resolved to their satisfaction.
  • Reinforce setup and maintenance training to dental office staff to ensure optimal use of our products.
  • Develop a strong working knowledge of all Convergent Dental products and methodologies.
  • Document all interactions in our CRM system to ensure quality requirements are met and accurate records are maintained.
  • Coordinate field service scheduling, ordering replaced parts, and coordinating freight shipments.
  • Accept and manage customer requests received by internal team members.
  • Refer identified customer training issues to our internal training team.
  • Collaborate with cross-functional teams to provide feedback on common customer issues to improve product design and functionality.
  • Establish and maintain positive relationships with customers.
  • Escalate issues to management as needed.
Requirements
  • Excellent interpersonal and 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, and keeps commitments.
  • Associate degree in a business or technology-related field, or equivalent work experience.
  • 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.
  • 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 is a plus.
Benefits
  • Competitive compensation and benefits.
  • Great office environment.
  • Commitment to your success.


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