As a member of our HelpDesk Team, the Product Support Specialist is an expert in using our software products. Your primary role will be to provide exocad’s end users with world-class technical and product support. You may also be required to collaborate with our Sales team in pre-sales activities and our Application Support Team. You will be actively trained and supported in your role by your colleagues.
In this role, you will…
1. Triage and resolve technical support issues relating to all aspects of our products in chat, e-mail, and phone consultations from end users primarily and partners inside the HelpDesk team.
2. Be responsible for documenting, analyzing, and driving the resolution of customer concerns.
3. Work with engineering staff to resolve challenging technical issues.
4. Actively and continuously update your technical skills.
5. Maintain flexibility to support EST and PST time zones, as part of an on-call coverage team.
6. Able to train/speak to a large audience.
7. Travel 10%-30%, both domestically and internationally.
In this role, you’ll need…
1. 5+ years of experience in CAD CAM Dental software (required).
2. Dental background as a dental lab or clinical technician (required).
3. Demonstrated experience in Help Desk, Technical Support, or Systems Support role in a Lab, Dental Manufacturing, or Dental Practice (required).
4. Able to communicate technical/complex information both verbally and in writing clearly and effectively (required).
5. Familiarity with CRM systems and databases (required).
6. Perform multiple tasks concurrently and respond to urgent situations effectively (highly desired).
7. Bachelor’s Degree or equivalent professional experience.
8. Spanish, French, and/or Korean language skills is a plus (optional).
What we offer…
1. Stable employment with the market leader within a stable industry.
2. International working environment with a great team spirit.
3. 401K program.
4. Health, Dental, and Vision insurance.
5. Employee Referral programs.
6. Paid vacation and Sick and Comp time.
7. Salary range commensurate with experience.
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