Product Support Specialist

3 weeks ago


Waltham, Massachusetts, United States Convergent Dental Inc Full time
Job Overview

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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