Job Description

• Provides support to customers through phone calls and emails. Ensures calls and emails are  responded to within targeted service level timeframes. Contacts customers with updates via phone and email on status and problem resolution.
• Provides customer ordering processing support, including but not limited to researching, troubleshooting, analyzing, and resolving level 1 customer technical support issues.
• Gathers support logs, files, images for escalation and triage to Level 2 and Level 3
• Collects and relay technical information to team members and CTS Analysts as necessary.
• Assists team with tests, reviews, and evaluations of bugs and implementation of enhancements.
• Acts as the primary support contact for customer technical support for My Accounts, Glidewell Direct, Inclusive Dental, Glidewell.io, and Digital Order Processing.
• Supports external customers with resolution of issues related to company owned technologies and 3rd party CAD/CAM software.
• Logs all inbound and outbound activities (phone and email) into Zendesk ticketing system.   Ensures  support tickets and customers are updated regularly.
• Provides first point of contact (SPOC) support to customers; escalates issues to appropriate IT   sub-departments, Customer Service, and/or Technical Advisors as required to resolve issues. Communicates with external customers’ IT departments to resolve problems when necessary.
• Tracks, troubleshoots, updates, escalates, and closes customer support cases as appropriate.
• Creates procedure manuals, end-user documentation, and Knowledge Base Articles
• Utilizes remote desktop control tools to assist and resolve customer issues.
• Performs other related duties and projects as business needs require at direction of management.

• Bachelor’s degree or certification in a computer related field, preferred.
• Minimum two (2) years’ experience in a customer service facing role with experience logging inbound and outbound customer communications and escalating support issues.
• Minimum one (1) years of experience in support analysis, preferably of external customer IT software or applications