Customer Experience Specialist - Austin 🇺🇸

DentalMonitoring•Austin, TX

8d•Hybrid

About The Position

DentalMonitoring is a rapidly expanding MedTech scale-up. We are currently seeking talented individuals to join our team! 🦷 What is the added value of DentalMonitoring’s solutions for its clients? 🦷 ✦ Our SaaS monitors and optimizes orthodontic treatment for doctors and patients alike using our app and patient platform ✦ DentalMonitoring brings the first AI-driven technology in the oral healthcare space ✦ With more than 300 filed patents on our technology, we are leading an entire industry in how we approach the orthodontic experience ✦ Our handy tool, the Scanbox Pro™, helps to easily detect intraoral observations ✦ Their patients smile again 😁 If you’re a Customer Experience Specialist with at least 2 years of experience in a customer-facing role, this opportunity may be of interest to you! 📌The Customer Experience Specialist Role 📌 Handle support tickets and incoming customer support chats/calls/emails Expedite issues & communicate outcomes with our customers Collaborate with the Implementation Team to onboard new accounts Partners with internal departments to handle all technical and support questions to resolve customer issues Utilize multiple forms of communication to both internal and external customers, including but not limited to telephone, e-mail, and instant messaging Facilitate and coach the customer on best practices and new feature releases Alert the customers when modified protocol edits are necessary Communicate with internal departments and external customers via multiple forms of communication including but not limited to telephone, email and instant messaging in a timely and accurate fashion Collaborate with Customer Support team to provide consultation, training and solutions to under performing accounts Update support procedures as needed for internal departments Assist the Sales team by funneling new inbound leads via telephone and emails Perform other related duties as assigned Role requires availability during the 10:00 AM–7:00 PM Central Time (CST) shift. ⭐️ You will be successful in this role if ⭐️ Bachelor's degree or equivalent job experience (2+ years of Customer Service experience in a call center environment) Capacity to work under pressure, organize and prioritize responsibilities to ensure the most critical issues are prioritized Self-sufficient with effective and professional communication skills Strong attention to detail Excellent interpersonal, editorial and analytical skills Ability to think independently and make decisions applicable to the success of the customer and team ✨ Our work environment ✨ At DentalMonitoring, our employees thrive because : We are collaborators! It is a core value, and our team of researchers, doctors, developers, salespeople, and all of our stakeholders work together to put our customers first! DentalMonitoring is a diverse, multicultural company: you can find more than 35 nationalities throughout our teams What we bring to our employees Your ideas will be heard! Our culture promotes initiatives, ownership, and feedback Everyone is committed to supporting your professional development because we understand that no one can know everything We place significant importance on the quality of work-life balance

Requirements

Bachelor's degree or equivalent job experience (2+ years of Customer Service experience in a call center environment)
Capacity to work under pressure, organize and prioritize responsibilities to ensure the most critical issues are prioritized
Self-sufficient with effective and professional communication skills
Strong attention to detail
Excellent interpersonal, editorial and analytical skills
Ability to think independently and make decisions applicable to the success of the customer and team
Role requires availability during the 10:00 AM–7:00 PM Central Time (CST) shift.

Nice To Haves

Orthodontic clinical experience
Curious and passionate about new technologies
Bilingual: French or Spanish is a plus
Knowledge of Google Suite, CRM/Salesforce, MAC Apple products

Responsibilities

Handle support tickets and incoming customer support chats/calls/emails
Expedite issues & communicate outcomes with our customers
Collaborate with the Implementation Team to onboard new accounts
Partners with internal departments to handle all technical and support questions to resolve customer issues
Utilize multiple forms of communication to both internal and external customers, including but not limited to telephone, e-mail, and instant messaging
Facilitate and coach the customer on best practices and new feature releases
Alert the customers when modified protocol edits are necessary
Communicate with internal departments and external customers via multiple forms of communication including but not limited to telephone, email and instant messaging in a timely and accurate fashion
Collaborate with Customer Support team to provide consultation, training and solutions to under performing accounts
Update support procedures as needed for internal departments
Assist the Sales team by funneling new inbound leads via telephone and emails
Perform other related duties as assigned