We are seeking a customer-focused Helpdesk & Customer Support Specialist to provide first-line and second-line support to dental laboratories using our SaaS product. The successful candidate will have strong helpdesk experience, excellent troubleshooting skills and the ability to communicate technical concepts clearly to non-technical users.
The role is responsible for resolving customer issues, delivering system training, supporting software implementations and ensuring an exceptional customer experience throughout the customer journey.
Key Responsibilities
Customer Support & Helpdesk
- Act as the first point of contact for customer support enquiries via phone, email, ticketing systems and remote support tools.
- Log, prioritise, and manage support tickets in line with agreed service levels.
- Diagnose and resolve software, hardware, workflow and integration issues.
- Escalate complex technical issues to specialist teams while maintaining ownership of customer communication.
- Monitor support queues and ensure timely resolution of customer requests.
- Document troubleshooting steps, resolutions, and customer interactions accurately.
Technical Troubleshooting
- Investigate and resolve application, network, and connectivity issues.
- Support integrations with third-party systems and digital workflows.
- Assist customers with system configuration, user management, permissions, and setup.
- Identify recurring issues and recommend improvements to support processes and product functionality.
Customer Training & Adoption
- Create and maintain customer support documentation, knowledge base articles, and training materials.
- Guide customers through best practices to maximise system adoption and efficiency.
- Support new customer onboarding and implementation activities.
- Contribute to enhancement of support processes and customer satisfaction initiatives.
- Share customer feedback with product and development teams.
- Assist in testing new software releases and product updates.
- Help maintain internal support documentation and standard operating procedures.
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