About the role
We’re looking for a Customer Support Specialist to help customers use a software platform, troubleshoot technical issues, and work with other teams to resolve cases that need further investigation. This is a remote role with a preferred working schedule of 5:00 PM – 2:00 AM (Amman time).
Key responsibilities
- Provide customer support by phone, chat, and email, using active listening to understand each issue and assess its urgency
- Troubleshoot software issues and escalate priority or complex cases to the appropriate team
- Reproduce reported issues, document steps and findings, and work with Product and Development to resolve them
- Record case activity and resolutions accurately in the CRM and ticketing system
- Build working knowledge of product integrations and how they should behave
- Assist with website maintenance, vendor communication, and support for key accounts
- Share customer feedback, route potential sales leads, and report weekly support trends
Qualifications
- Strong computer skills and the ability to learn new software quickly
- Experience in customer support and technical troubleshooting
- Familiarity with Windows, remote desktop tools, and ticketing systems
- Ability to explain technical issues clearly to developers and guide customers in plain language
- Ability to manage multiple priorities independently with professionalism, integrity, and accountability
- Curiosity, empathy, and resourcefulness when solving customer problems
- Excellent written and spoken English
- Availability to work the 5:00 PM – 2:00 AM (Amman time) shift
Preferred
- Bachelor’s degree or equivalent combination of education and work experience
- At least two years of experience in a dental or orthodontic practice
