Remote Customer Support Specialist | WFH

Job Overview

We are a prominent leader in providing continuing education and support to dental professionals, dedicated to enhancing their skills and achieving excellence in the field of dentistry. Our mission is rooted in delivering top-tier educational experiences and products that address the distinct clinical and business challenges faced by dental practitioners today.

We are seeking a committed Customer Support Specialist to become an integral part of our Customer Support team. In this pivotal role, you will serve as the initial touchpoint for our valued customers, addressing their inquiries and concerns with efficiency and professionalism. Your primary objective will be to uphold exceptional customer satisfaction while nurturing enduring relationships. Additionally, you will play a critical role in guiding customers to fully utilize and benefit from our technology platform, ensuring they reach their desired outcomes.

Key Responsibilities

• Deliver prompt and accurate responses to customer inquiries, comments, and complaints through phone, email, or chat.
• Ensure that issues are resolved swiftly and with a focus on customer satisfaction.
• Escalate matters to the appropriate team or department as necessary.
• Clearly communicate the resolution process to customers when their issues are referred to other teams.
• Document all customer interactions in our support CRM according to established protocols.
• Assist both internal and external teams with technical requirements to enhance customer adoption of essential technology tools.
• Provide guidance to customers on troubleshooting the integration of videos and images on their websites.
• Maintain and update knowledge bases for both internal and external usage.
• Develop and revise documentation for internal team training.
• Keep support email templates and chat responses current.
• Collect and analyze customer feedback to inform service enhancements.
• Follow up on unresolved or escalated issues, keeping relevant stakeholders updated.
• Track bug or feature requests and relay them to the Product or Technology teams through the ticketing system.
  
  

Required Skills

• A minimum of 5 years of experience in customer service, ideally within a prestigious environment.
• Help desk experience is advantageous.
• Strong technical skills are essential.
• Exceptional verbal and written communication abilities.
• Capability to excel in a dynamic and fast-paced environment.
  
  

Qualifications

• A relevant educational background is preferred.
  
  

Career Growth Opportunities

We are deeply committed to your professional development, offering continuous coaching, training, and regular performance evaluations that pave the way for advancement within our organization.

Company Culture And Values

Our company is dedicated to fostering a collaborative and innovative work environment that prioritizes the well-being and success of all employees. We are passionate about creating an inclusive culture in which every individual feels valued and supported. We strongly encourage applications from diverse backgrounds and are committed to building a workplace that reflects the rich diversity of the communities we serve.

Employment Type: Full-Time