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- Tasks: Provide top-notch technical support for exocad software via chat, email, and phone.
- Company: Join exocad America Inc., a leader in dental CAD/CAM software solutions.
- Benefits: Enjoy competitive pay, health insurance, 401(k), and flexible work options.
- Why this job: Be part of a dynamic team, enhance your skills, and make a real impact in the dental industry.
- Qualifications: Bachelor's degree and 5+ years in CAD/CAM dental software required; dental background preferred.
- Other info: Travel 10-30% for events and training; comprehensive training provided.
The predicted salary is between 36000 - 60000 £ per year.
As a member of our HelpDesk Team, the Product Support Specialist is an expert in using our exocad software products. Your primary role will be to provide exocad’s end users with world-class technical and product support. You will also collaborate with our Sales Team during pre-sales activities and work closely with our Application Support Team. You will receive comprehensive training and ongoing support from your colleagues. Please note that this position requires travel to events and customer sites.
Key Responsibilities
- Triage and resolve technical support issues related to all aspects of our products via chat, email, and phone consultations—primarily from end users and partners.
- Be responsible for documenting, analyzing, and driving the resolution of customer concerns.
- Collaborate with engineering teams to address complex technical issues.
- Continuously update and expand your technical expertise.
- Provide flexible support for EST and PST time zones as part of a global on-call coverage team.
- Deliver professional and patient training on exocad software products, regardless of the customer’s technical level.
- Create training content and deliver presentations both online and in person to audiences of varying sizes.
- Travel approximately 10–30%, both domestically and internationally, for trade shows and customer training.
Skills, Knowledge & Expertise
- A bachelor’s degree or equivalent professional experience in a relevant field.
- 5+ years of experience with CAD/CAM dental software (required; ideally with exocad software).
- A dental background as a dental laboratory or clinical technician (required).
- Solid computer skills, including software installations and proficiency in common Windows applications (required).
- Proven experience in Help Desk, Technical Support, or Systems Support within a dental lab, manufacturing, or practice environment (required).
- Strong verbal and written communication skills, with the ability to convey complex technical information clearly and effectively (required).
- Familiarity with CRM systems and databases (required).
- The ability to multitask and respond effectively to urgent situations (highly desired).
- Additional language skills in Spanish, French, and/or Korean are a plus.
Stable employment with the market leader in a resilient industry. An international working environment with strong team spirit. 401(k) program. Health, dental, and vision insurance. Employee referral programs. Paid vacation, sick leave, and comp time. Competitive salary based on experience.
If this position excites you and fits your qualifications and professional goals, we look forward to receiving your application. Please use our online form to apply.
Product Support Specialist (HelpDesk Team) (m/w/d) employer: exocad America Inc.
Contact Detail:
exocad America Inc. Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Product Support Specialist (HelpDesk Team) (m/w/d)
✨Tip Number 1
Familiarise yourself with exocad software products before applying. Understanding the features and common issues users face will help you stand out during interviews, as you'll be able to demonstrate your knowledge and readiness to assist customers effectively.
✨Tip Number 2
Highlight any experience you have in a Help Desk or Technical Support role, especially within the dental industry. Be prepared to discuss specific scenarios where you've successfully resolved technical issues, as this will showcase your problem-solving skills.
✨Tip Number 3
Since the role involves training customers on software, practice explaining complex technical concepts in simple terms. This will not only prepare you for potential interview questions but also demonstrate your communication skills, which are crucial for this position.
✨Tip Number 4
If you have additional language skills, such as Spanish, French, or Korean, make sure to mention them. Being multilingual can be a significant advantage in a global company like exocad, as it allows you to support a wider range of customers.
We think you need these skills to ace Product Support Specialist (HelpDesk Team) (m/w/d)
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience, especially in CAD/CAM dental software and technical support roles. Use keywords from the job description to demonstrate your fit for the Product Support Specialist position.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for the role and the company. Mention specific experiences that align with the responsibilities of the HelpDesk Team and how you can contribute to their success.
Showcase Communication Skills: Since strong verbal and written communication skills are essential, consider including examples of how you've effectively conveyed complex technical information in previous roles. This could be through training sessions or customer interactions.
Highlight Technical Expertise: Detail your technical skills, particularly with exocad software and CRM systems. If you have additional language skills, such as Spanish or French, make sure to mention these as they can set you apart from other candidates.
How to prepare for a job interview at exocad America Inc.
✨Know Your Software
Make sure you have a solid understanding of exocad software products. Familiarise yourself with common issues users face and how to resolve them, as this will demonstrate your expertise during the interview.
✨Showcase Your Communication Skills
As a Product Support Specialist, you'll need to convey complex technical information clearly. Practice explaining technical concepts in simple terms, as this will be crucial when interacting with end users and partners.
✨Prepare for Scenario Questions
Expect questions that assess your problem-solving skills. Prepare examples from your past experience where you've successfully triaged and resolved technical support issues, especially in a dental context.
✨Highlight Your Team Collaboration
This role involves working closely with various teams. Be ready to discuss how you've collaborated with sales or engineering teams in the past, and how you can contribute to a strong team spirit at exocad.
