Medit specializes in 3D measurement and CAD / CAM solutions for dental clinics and labs, including intraoral scanners, based on its own patented state-of-the-art technology.
We also have developed the only open source platform solutions for digital dentistry. We're looking to add a Technical Support Representative to our growing company!
This is a Full-Time and Remote position taking incoming support calls. You must have 2+ years of previous experience in a tech support position.
Key Responsibilities :
- Serve as the first point of contact for customer technical inquiries, providing prompt and professional assistance.
- Diagnose and troubleshoot customer-reported technical issues related to Medit's scanning technology and software applications.
- Collaborate with customers to identify and understand the nature of their technical problems.
- Providing Tier 1 and 2 support, resolving complex technical issues that require in-depth knowledge of Medit's products.
- Utilize remote access tools, phone, email, and chat to guide customers through technical problem-solving processes.
- Document all customer interactions, including issue details and resolution steps, in our CRM system.
- Develop and maintain a deep understanding of Medit's scanning technology and software products.
- Stay updated on new product features and updates to provide accurate and up-to-date technical support.
- Clearly and effectively communicate technical information to both technical and non-technical customers.
- Offer excellent customer service by managing customer expectations and ensuring timely issue resolution.
- Collaborate with internal teams, including R&D and QA, to escalate and resolve complex technical issues.
- Provide feedback to product development teams based on customer feedback and technical trends.
Qualifications :
- Bachelor's degree in a related field or equivalent work experience.
- Proven experience in a technical support role, preferably in the dental or medical technology industry.
- Strong technical aptitude and problem-solving skills.
- Excellent communication and interpersonal skills.
- Proficiency in using remote support tools and CRM systems.
- Zendesk experience a plus.
- Ability to work independently and in a team-oriented environment.
- Detail-oriented with a strong commitment to customer satisfaction.
- Willingness to learn and adapt to new technologies.
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