SW Technical Support Representative

Description
Who is Osteoid?
Osteoid is creating the next generation of seamless and connected 3D dental imaging software and solutions that help accelerate the path to digital dentistry. Proven in twenty years of use by thousands of labs and dental practices, Osteoid's software and hardware tools keep dental practices and labs ahead of the curve and allow dentists to competently diagnose any patient scan in 3D. An osteoid is a soft organic element that forms bones in the human body. Just like osteoids in the human body, Osteoid is providing the essential software to dental practice success. Osteoid is a wholly owned dental-focused subsidiary of Anatomage.

About The Role
We are looking for a Tier 2 Technical Support representative to join our rapidly expanding Customer Success team. As part of the Customer Success Team, this position will impact the growth of our business and support our ambitious goals for 2026 and beyond. The Tier 2 Technical Support Representative will provide technical and problem resolution to end-users (customers) by performing a question diagnosis while guiding users through step-by-step solutions.

• Only those located within the Raleigh-Durham, NC area will be considered for this role. **

What You'll Do

• Collaborate with peers, team leads, engineers, and third-party vendors to resolve customer issues, maintaining complete ownership of issues from beginning to resolution
• Follow up with customers within a timely manner to ensure accurate resolution for their technical issues
• Document problems, diagnostics, interactions, next steps, and solutions implementation in our HubSpot CRM tool
• Expertly responds to telephone calls, chats, tickets, and email requests for technical support to deliver the highest-quality customer service in the industry to end-users.
• Consistently follow Standard Operating Processes and Procedures, Knowledge Base Articles to identify, resolve, and escalate issues as defined in an organized, effective manner to ensure customers perceive our company to be thorough, well-prepared, and punctual.
• Take ownership of issues and show professionalism and control
• Provide an extraordinary customer service experience
• Demonstrate your expert knowledge to customers through application and platform training sessions over webinars, in person events (such as office visits or trade shows) and through content creation.
• Maintain and support our Knowledge Bases, both external and internal

Requirements
Skills and Abilities Required

• Associates Degree (2-year colleges), or Bachelor's degree (4-year universities)
• 2+ years of experience in technical support or a related field
• Exceptional written and verbal communications skills, with proven experience interacting with a range of personalities and styles, to establish effective relationships at all levels of the organization
• Strong understanding of operating systems (Windows, macOS, Linux) and common software applications.
• Able to quickly learn new systems, processes, and procedures, and grasp technical concepts
• Must have a passion for learning and demonstrable intellectual curiosity
• Able to manage competing demands, multiple priorities, while remaining adaptable and flexible
• Strong Communication & Interpersonal Skills
• Leadership & Initiative
• Collaboration & Teamwork
• Analytical & Problem-Solving Proficiency
• Integrity & Enthusiastic Attitude
• Professional Demeanor

Qualities We Look For

• Experience working with Medical Devices or Medical Software is a plus
• Proficient in medical and/or dental terminologies is a plus
• General technical knowledge and proficiency is a plus

Benefits
What We Offer

• Health, Dental, and Vision care for you and your family
• 401K savings plan with employer matching
• Generous PTO leave and paid holidays
• Casual work culture
• Gym Stipend
• Employee Assistance Plan
• Team bonding activities and more

Pay Range
The expected pay range for this position is $56,160 - $58,240 per year DOE

Osteoid is an Equal Employment Opportunity employer. We do not offer H1B Sponsorship at this time. Local candidates preferred.