SW Technical Support Representative

As a Tier 1 Technical Support Representative at Osteoid, your key responsibilities include diagnosing technical problems and guiding customers through step-by-step solutions. You'll also be maintaining ownership of customer issues from start to resolution, collaborating with various teams to resolve complex problems, and documenting all interactions in our HubSpot CRM tool. Additionally, providing excellent customer service via phone, chat, and email is crucial to ensuring our customers appreciate the quality of our support.

To qualify for the Tier 1 Technical Support Representative position at Osteoid, candidates should have at least an Associate’s degree or a Bachelor’s degree. Strong written and verbal communication skills are essential, along with the ability to quickly learn technical concepts and systems. While previous experience in medical devices or software is a plus, a genuine passion for learning and problem-solving is what we truly value in our candidates.

Osteoid promotes a casual and inclusive work culture where collaboration and teamwork thrive. As a Tier 1 Technical Support Representative, you'll find yourself in a supportive environment that encourages growth and innovation. We value work-life balance, offering generous PTO, health and dental benefits, and team bonding activities, making it a great place to build a fulfilling career.

The Tier 1 Technical Support Representative plays a critical role in customer success at Osteoid by providing timely and effective technical assistance. By resolving issues and ensuring customers are confident in using our dental imaging solutions, you'll help to foster lasting relationships with clients, contributing to both their success and the growth of Osteoid.

Currently, Osteoid is only considering candidates located within California and Oregon for the Tier 1 Technical Support Representative role. This is to ensure that we can provide the best support to our customers efficiently. We look forward to receiving applications from qualified candidates in these regions!

In addressing technical issues for customers, I prioritize active listening to understand the problem fully. I follow a structured approach by asking clarifying questions and guiding them through step-by-step solutions, ensuring they feel supported throughout the process. Documentation of each step taken is also crucial to maintain a record for future interactions.

I remain calm and professional when faced with high-pressure situations, focusing on the customer's needs and concerns. By acknowledging their frustration and committing to finding a resolution, I can build rapport and often de-escalate the situation, turning it into a positive experience.

The most important skill for a Tier 1 Technical Support Representative at Osteoid is effective communication. Being able to clearly convey technical information to customers with varying levels of understanding is critical in diagnosing issues and ensuring they navigate our software successfully.

I once encountered a customer who was frustrated with recurring technical issues. I listened carefully to their concerns, validated their feelings, and worked diligently to troubleshoot the problem, collaborating with technical teams as necessary. After resolving the issue, I followed up to ensure their continued satisfaction, and they expressed appreciation for the extra effort I put in.

To manage multiple requests, I prioritize by urgency and complexity while using tools and documentation systems to track progress. Effective time management and clear communication with customers about expected wait times are essential to maintaining a smooth workflow.

I am passionate about technology in healthcare, especially in dental software, as it directly impacts patient care and outcomes. The opportunity to help dental professionals leverage technology to improve their practices excites me and aligns with my desire to be part of positive change in the healthcare industry.

I take initiative to stay updated on new technologies and software developments by following industry blogs, participating in webinars, and networking with other professionals. I also engage in continuous learning through online courses related to technical support and dental software, ensuring I'm equipped to assist customers effectively.

In my previous role, I used a CRM system to document customer interactions, including the issue reported, steps taken to resolve it, and follow-up actions. This not only helps in maintaining an organized support system but also aids in addressing recurring issues more effectively.

To improve customer support processes, I advocate for gathering feedback from customers post-interaction and analyzing common issues to identify areas for improvement. I believe in collaborating with my team to refine our training materials and updating knowledge bases to create a better customer experience.

I want to work for Osteoid because I'm impressed by the company's commitment to innovation in dental software and its clear focus on customer success. I admire Osteoid's mission to enhance digital dentistry, and I believe my skills and passion align perfectly with the company's goals.