Product Support Specialist
3 weeks ago
Convergent Dental Inc is seeking a highly skilled Product Support Representative to join our team. This role is responsible for providing exceptional customer support, troubleshooting, and training to our customers. As a Product Support Representative, you will be the primary point of contact for our customers, ensuring that their issues are resolved promptly and efficiently.
Key Responsibilities
- Provide first-line support to Convergent Dental customers via phone, email, or chat.
- Diagnose and resolve technical issues related to our dental laser products.
- 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 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.
- Promptly document all interactions in the CRM system to ensure quality requirements are met.
- Coordinate field service scheduling, ordering replaced parts, and coordinating freight shipments.
- Refer customer training issues to the internal training team and track their resolution.
- Collaborate with cross-functional teams to provide feedback on common customer issues.
- Establish and maintain positive relationships with customers.
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 and is effective at multitasking.
- Team player with a dependable and responsible attitude.
- Associate degree or equivalent work experience required.
- 1-3 years of customer support experience in a clinical or technical service role.
- Prior experience in a service environment working with customers to resolve technical issues preferred.
- Background in computer software and/or hardware troubleshooting a plus.
- Windows and MS Office Suite experience required.
- Salesforce experience a plus.
- Ability to work in a fast-paced office environment with shift flexibility.
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