Customer Tech Support Specialist II

Prismatik•Irvine, CA

About The Position

Provides customer support via phone and emails, ensures responses are within targeted service level timeframes, and clear communication of status updates and resolutions. Acts as the primary support contact for customer technical support for My Accounts, Glidewell Direct, Inclusive Dental, IOS, and Digital Order Processing. Provides first point of contact (SPOC) support to customers; troubleshoot and resolves non-routine issues, escalates to appropriate sub-departments, IT, Customer Service, and/or Technical Advisors as required; communicates with external customers’ IT departments to resolve problems as needed. Utilizes remote desktop control tools to assist in diagnosing and resolving customer issues. Provides customer ordering processing support, including research, troubleshooting, analyzing, and resolving all customer technical support issues; escalates complex issues as necessary. Supports full lifecycle of customer support cases, including tracking, troubleshooting, updating, escalating, and closing cases as appropriate. Logs all inbound and outbound activities (phone and email) into Zendesk ticketing system; ensures support tickets and customers records are updated regularly and accurately. Configures, installs, and implements CAD/CAM computers purchased through the Company for external customers. Supports external customers in resolving complex issues related to company-owned technologies and third-party CAD/CAM software. Supports internal applications and processes related to CTS, including monitoring and troubleshooting managed file transfer workflows, eStatements validation, and Daily Case Summary. Collects and provides detailed technical information to team members and CTS Analysts as necessary. Assists with testing, reviews, evaluations of bugs, and implementation of enhancements. Participates in new product technical support readiness and delivery reviews. Serves as second-level resource for internal team members, providing guidance and assisting with resolving complex issues. Conducts testing of hardware, software, and new workflows in partnership with the development team. Creates procedure manuals, end-user documentation, and Knowledge Base articles utilizing Microsoft Dynamics CRM. Manages, maintains, and updates customer information in internal databases. Designs single unit anatomical crowns in CAD software. Provides on-site support at Glidewell IO events including PC setup, troubleshooting, and user assistance. Performs other related duties and projects as business needs require at direction of management.

Requirements

Minimum two (2) years of experience in software support analysis of external customer IT applications and logging inbound and outbound customer communications and escalating support issues.
Previous helpdesk, technical support, including experience supporting web-based applications, preferred.
Experience working in a HIPAA regulated environment and/or dental office, preferred.
LAN/WAN troubleshooting experience, a plus.

Nice To Haves

Bachelor’s degree or certification in a computer related field, preferred.
Previous helpdesk, technical support, including experience supporting web-based applications, preferred.
Experience working in a HIPAA regulated environment and/or dental office, preferred.
LAN/WAN troubleshooting experience, a plus.

Responsibilities

Provides customer support via phone and emails, ensures responses are within targeted service level timeframes, and clear communication of status updates and resolutions.
Acts as the primary support contact for customer technical support for My Accounts, Glidewell Direct, Inclusive Dental, IOS, and Digital Order Processing.
Provides first point of contact (SPOC) support to customers; troubleshoot and resolves non-routine issues, escalates to appropriate sub-departments, IT, Customer Service, and/or Technical Advisors as required; communicates with external customers’ IT departments to resolve problems as needed.
Utilizes remote desktop control tools to assist in diagnosing and resolving customer issues.
Provides customer ordering processing support, including research, troubleshooting, analyzing, and resolving all customer technical support issues; escalates complex issues as necessary.
Supports full lifecycle of customer support cases, including tracking, troubleshooting, updating, escalating, and closing cases as appropriate.
Logs all inbound and outbound activities (phone and email) into Zendesk ticketing system; ensures support tickets and customers records are updated regularly and accurately.
Configures, installs, and implements CAD/CAM computers purchased through the Company for external customers.
Supports external customers in resolving complex issues related to company-owned technologies and third-party CAD/CAM software.
Supports internal applications and processes related to CTS, including monitoring and troubleshooting managed file transfer workflows, eStatements validation, and Daily Case Summary.
Collects and provides detailed technical information to team members and CTS Analysts as necessary.
Assists with testing, reviews, evaluations of bugs, and implementation of enhancements.
Participates in new product technical support readiness and delivery reviews.
Serves as second-level resource for internal team members, providing guidance and assisting with resolving complex issues.
Conducts testing of hardware, software, and new workflows in partnership with the development team.
Creates procedure manuals, end-user documentation, and Knowledge Base articles utilizing Microsoft Dynamics CRM.
Manages, maintains, and updates customer information in internal databases.
Designs single unit anatomical crowns in CAD software.
Provides on-site support at Glidewell IO events including PC setup, troubleshooting, and user assistance.
Performs other related duties and projects as business needs require at direction of management.