Technical Support Analyst WinOMS

Carestream Dental

8d•$48,000 - $52,000

About The Position

The Technical Support Analyst delivers advanced technical support and customer service to a global dental customer base across a portfolio of modern SaaS platforms and select on‑premise applications, including solutions built on legacy technology stacks. This role blends technical troubleshooting, customer communication, and domain knowledge to support systems used in daily dental practice operations. Analysts serve as both an escalation point for complex issues and a frontline support resource for designated customer groups, assisting customers via chat, email, and inbound/outbound phone calls. Success in this role requires strong logical problem-solving skills, rapid learning ability, and comfort working across mixed technology environments that evolve over time.

Requirements

Strong verbal and written communication skills in English
Logical reasoning and analytical problem-solving ability
Ability to explain technical issues to non-technical users
Effective time management and multitasking in live support environments
Professional phone presence and strong listening skills
Support of modern SaaS platforms and select on‑premise applications using legacy technology stacks
Web-based application architecture
Windows client and server operating systems (current versions)
Browser-based troubleshooting
Basic networking concepts (DNS, connectivity, firewalls, latency)
Integrated local and cloud application environments
CRM and support ticketing systems
High School Diploma or equivalent required
2+ years’ experience in a Level 2 / second-line technical support role
Demonstrated ability to learn new technologies and systems quickly

Nice To Haves

Databases and Microsoft SQL (desirable)
Web technologies and modern application stacks (advantage)
Dental terminology and practice workflows
Dental insurance processing fundamentals
Financial and billing concepts relevant to healthcare
Experience working in regulated healthcare environments (plus)
Degree-level education or equivalent experience preferred

Responsibilities

Provide advanced technical and application support for SaaS products, integrated partner solutions, and select on‑premise applications
Handle escalations from internal teams, partners, and stakeholders
Serve as frontline support for assigned customer groups
Diagnose and resolve issues across integrated environments, including operating systems, browsers, local systems, cloud services, networks, and legacy platforms
Communicate clearly and confidently with dental professionals to explain issues, workflows, and resolutions
Document troubleshooting steps, findings, and resolutions in real time while actively engaging with customers
Apply structured, logical troubleshooting to identify root causes and deliver effective solutions
Escalate issues to engineering or product teams with clear documentation and technical context
Stay current with platform changes, enhancements, integrations, and legacy system considerations
Create and maintain knowledge base articles, internal documentation, and self-service content
Analyze escalation patterns to identify training needs, documentation gaps, and automation opportunities
Support chatbot and knowledge automation initiatives as assigned
Collaborate closely with colleagues, managers, and cross-functional teams
Demonstrate professionalism, empathy, and a customer-first mindset in every interaction