Technical Support Specialist - TC

DDS LAB LLC•Tampa, FL

2d•Onsite

About The Position

The Technical Support Specialist position is responsible for technical support to our customers in relation to cases coming from production. This position is a combination of client interaction ensuring customer satisfaction/retention, system/database administration, and clarification of prescription non-conformances prior to fabrication. This selected individual will assist the department to provide our customers with prompt, attentive communications.

Requirements

High School Diploma or GED required.
Excellent typing and computer skills.
Fluent in written and spoken English.
Strong attention to detail.
Dependable and reliable.
Handle customer interactions in a professional manner.
Adherence to assigned schedules.
Compliance with dress code standards.
Utilize effective, real-time stress management techniques to prevent negative customer experiences.
Demonstrate strong problem-solving skills within a limited timeframe while assisting customers over the phone.
Proficiency in using a mouse and digital camera, along with basic keyboarding skills to navigate multiple databases.
Maintain a high level of professionalism by speaking clearly and using a positive tone during customer interactions and while working in the call center environment.

Nice To Haves

Call center experience preferred.
Previous dental experience in a lab or dental office preferred.

Responsibilities

Provide phone consultation and guidance to customers including doctors and dental office staff.
Make outbound calls to dental office customers to resolve out of production case issues.
Ensure call communications are properly documented in the customer relationship management system (LabTrack/CRS) including saving and attaching photos to case records.
Maintain key performance indicators for call productivity such as case turnaround time and call volume.
Accurately represent DDS Lab products and warranties.
Ensure that customers receive a follow-up or response to inquiries within designated time frames determined by management.
Filter and communicate technical issues to the TC team as necessary.
Enter customer complaints in our feedback system.
Soft transfer calls to technicians.
Learn about DDS Labs products and services and keep up to date with any changes.
Manage Aging Cases workload by sorting and organizing cases as needed to meet customer fulfillment requirements.
Respond to non-technical customer questions in order to maintain a one-call resolution and high customer service standards.
Other duties as needed.