Working Hours:
Fixed schedule aligned with U.S. business hours. Reliability, punctuality, and schedule adherence are essential requirements for this position.
Position Overview:
The Customer Support Specialist I serves as the first point of contact for customers requiring technical and functional support. This role is responsible for delivering outstanding customer service while diagnosing, troubleshooting, and resolving Tier 1 software and system-related issues through phone, chat, and email channels.
The successful candidate will combine strong communication skills with technical aptitude to provide timely resolutions, accurately document customer interactions, and escalate more complex issues when necessary. This position plays a critical role in maintaining customer satisfaction, ensuring service-level compliance, and contributing to the overall success of the support organization.
In addition to supporting the company's core software platform, the Customer Support Specialist I may provide overflow support for a partner software platform serving dental practices. Comprehensive training will be provided.
Key Responsibilities:
Customer Support & Issue Resolution
- Serve as the first-line technical support resource for customers via phone, live chat, and email.
- Diagnose and resolve Tier 1 software, workflow, configuration, and usability issues.
- Gather relevant information through active listening and targeted troubleshooting questions.
- Provide accurate guidance, product education, and workflow assistance to customers.
- Deliver professional, courteous, and solution-oriented customer experiences during every interaction.
- Strive to achieve first-contact resolution whenever possible.
Ticket Management & Documentation
- Manage and prioritize support tickets according to defined service levels and operational procedures.
- Accurately classify, categorize, and document support requests within the ticketing platform.
- Record detailed troubleshooting activities, customer communications, and resolution steps.
- Apply appropriate ticket priorities, tags, and SLA classifications.
- Ensure all cases are updated consistently and maintained according to departmental standards.
Escalation Management
- Identify issues requiring advanced technical support and escalate appropriately to Tier 2 teams.
- Gather and document all necessary information before escalation, including:
- Detailed issue descriptions
- Screenshots
- Error messages
- System logs
- Reproduction steps
- Troubleshooting actions already performed
- Maintain ownership and communication with customers until successful handoff is completed.
Communication Excellence
- Communicate technical information clearly and effectively to both technical and non-technical users.
- Build trust and confidence through professional communication and strong customer service skills.
- Manage customer expectations regarding issue resolution and response timelines.
- Maintain a calm and professional approach when handling escalated or urgent situations.
Collaboration & Continuous Improvement
- Collaborate with Tier 2 Support, Product Teams, Training Teams, and other internal departments.
- Participate in knowledge-sharing activities and cross-functional initiatives.
- Contribute to internal and customer-facing knowledge base articles.
- Identify recurring customer issues and recommend process improvements.
- Assist with testing and validating product enhancements when requested.
Partner Platform Support
- Provide Tier 1 support coverage for partner software solutions when required.
- Learn and follow partner-specific support procedures, workflows, and escalation paths.
- Support users with navigation assistance, workflow guidance, and basic troubleshooting.
- Maintain consistent service quality across multiple software platforms.
Required Qualifications:
Education
- Bachelor's Degree in Computer Science, Information Technology, Software Engineering, Management Information Systems, or a related field.
- Equivalent technical experience may be considered.
Professional Experience
- 1–2 years of experience in:
- Technical Support
- Help Desk Support
- Service Desk Operations
- Software Support
- Customer Support
- IT Support
Experience supporting SaaS applications, business software, ERP systems, healthcare software, dental software, or practice management solutions is highly desirable.
Technical Skills:
Candidates should possess working knowledge of:
- Windows Operating Systems
- Basic software troubleshooting methodologies
- CRM and ticketing systems
- Remote support tools
- Web-based applications
- User account administration
- Basic networking concepts
- Browser troubleshooting
- Application configuration and setup
- Microsoft Office Suite
Preferred:
- Healthcare software support experience
- Dental software support experience
- SaaS product support experience
- SQL fundamentals
- Database concepts
- Knowledge base management systems
Required Soft Skills:
- Excellent verbal and written English communication skills
- Strong customer service orientation
- Active listening skills
- Analytical and critical thinking abilities
- Problem-solving mindset
- Ability to multitask in a fast-paced environment
- Strong attention to detail
- Time management and organizational skills
- Teamwork and collaboration
- Adaptability and willingness to learn new technologies
