Job Description

• Provides customer support via phone and emails, ensures responses are within targeted service level timeframes, and clear communication of status updates and resolutions.
• Acts as the primary support contact for customer technical support for My Accounts, Glidewell Direct, Inclusive Dental, IOS, and Digital Order Processing.
• Provides first point of contact (SPOC) support to customers; troubleshoot and resolves non-routine issues, escalates to appropriate sub-departments, IT, Customer Service, and/or Technical Advisors as required; communicates with external customers’ IT departments to resolve problems as needed.
• Utilizes remote desktop control tools to assist in diagnosing and resolving customer issues.
• Provides customer ordering processing support, including research, troubleshooting, analyzing, and resolving all customer technical support issues; escalates complex issues as necessary.
• Supports full lifecycle of customer support cases, including tracking, troubleshooting, updating, escalating, and closing cases as appropriate.
• Logs all inbound and outbound activities (phone and email) into Zendesk ticketing system; ensures support tickets and customers records are updated regularly and accurately.
• Configures, installs, and implements CAD/CAM computers purchased through the Company for external customers.
• Supports external customers in resolving complex issues related to company-owned technologies and third-party CAD/CAM software.
• Supports internal applications and processes related to CTS, including monitoring and troubleshooting managed file transfer workflows, eStatements validation, and Daily Case Summary.
• Collects and provides detailed technical information to team members and CTS Analysts as necessary.
• Assists with testing, reviews, evaluations of bugs, and implementation of enhancements.
• Participates in new product technical support readiness and delivery reviews.
• Serves as second-level resource for internal team members, providing guidance and assisting with resolving complex issues.
• Conducts testing of hardware, software, and new workflows in partnership with the development team.
• Creates procedure manuals, end-user documentation, and Knowledge Base articles utilizing Microsoft Dynamics CRM.
• Manages, maintains, and updates customer information in internal databases.
• Designs single unit anatomical crowns in CAD software.
• Provides on-site support at Glidewell IO events including PC setup, troubleshooting, and user assistance.
• Performs other related duties and projects as business needs require at direction of management.