Product Support Specialist

1 week ago


Watertown, 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, proactively making 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 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 the methodology utilized to effect field installations and repairs.
  • Promptly 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 in time for in-field support visits, and coordinate freight shipments for product swaps or returns for evaluation.
  • Accept and manage customer requests received by internal Convergent Dental team members.
  • Refer identified customer training issues to our 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.
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 (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
  • Competitive Compensation & Benefits.
  • Great Office Environment.
  • Commitment to Your Success.


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