Customer Tech Support Specialist

Prismatik•Irvine, CA

7d•$20 - $22

About The Position

This role provides essential support to customers through various channels, including phone and email, ensuring timely responses and effective problem resolution. The specialist will handle customer ordering processing, troubleshoot and resolve Level 1 technical support issues, and gather necessary information for escalations to higher support tiers. This position acts as a primary contact for several key customer-facing technologies and platforms, supporting external customers with issues related to company technologies and third-party CAD/CAM software. Accurate logging of all customer interactions in the Zendesk ticketing system is crucial, along with proactive ticket management and communication. The role also involves creating documentation, utilizing remote support tools, and collaborating with internal teams and external IT departments to resolve issues. Performing other duties as assigned by management is also part of the role.

Requirements

Minimum two (2) years’ experience in a customer service facing role.
Experience logging inbound and outbound customer communications.
Experience escalating support issues.
Minimum one (1) years of experience in support analysis, preferably of external customer IT software or applications.

Nice To Haves

Bachelor’s degree or certification in a computer related field.

Responsibilities

Provides support to customers through phone calls and emails, ensuring timely responses within service level timeframes.
Contacts customers with updates on status and problem resolution.
Provides customer ordering processing support, including researching, troubleshooting, analyzing, and resolving Level 1 customer technical support issues.
Gathers support logs, files, and images for escalation and triage to Level 2 and Level 3.
Collects and relays technical information to team members and CTS Analysts.
Assists team with tests, reviews, and evaluations of bugs and implementation of enhancements.
Acts as the primary support contact for customer technical support for My Accounts, Glidewell Direct, Inclusive Dental, Glidewell.io, and Digital Order Processing.
Supports external customers with resolution of issues related to company owned technologies and 3rd party CAD/CAM software.
Logs all inbound and outbound activities (phone and email) into Zendesk ticketing system, ensuring tickets and customers are updated regularly.
Provides first point of contact (SPOC) support to customers and escalates issues to appropriate IT sub-departments, Customer Service, and/or Technical Advisors.
Communicates with external customers’ IT departments to resolve problems when necessary.
Tracks, troubleshoots, updates, escalates, and closes customer support cases.
Creates procedure manuals, end-user documentation, and Knowledge Base Articles.
Utilizes remote desktop control tools to assist and resolve customer issues.
Performs other related duties and projects as business needs require.