Technical Specialist

Yodle

Experience
Skills
Responsibilities
Workhours

Job Title

Technical Specialist

Location

Marquis I Tower 245 Peachtree Center Ave, NE Suite 2000, Atlanta, Georgia 30303

Position Summary

Job Summary:

The main focus of this role is to provide expert remote support for Lighthouse PMG customers operating dental practices nationwide. Technical Support is provided with a problem solving approach with a blend of customer service, technical expertise, instruction and the understanding of the customer's dental office and practice environment.

Job Responsibilities:

* Leads, diagnoses and troubleshoots complex, multi-level or ambiguous information, providing remote support services to end-users, and installing system in a windows or mac environment.

* Assesses minor or complex technical issues, identifying support resources, and tracking case information.

* Communicates complex technical issues and customer concerns or problems members of Development team, translating technical information, results and solutions back to customers at the level of technical complexity required for understanding.

* Establishes, builds and improves customer relationships through the case management process.

* Manages problem resolution, updating case documentation and communicating case updates to management, and customers.

* Diagnose and identify issues with hardware and/or the network.

* Document all calls and results.

 

Job Qualifications / Experience Requirements:

* Bachelor's Degree or Diploma in a technical field or an equivalent combination of education and experience

* 2-3 years previous work experience in a technical customer support role

* Expert knowledge of networking and operating systems (Windows & MAC), databases (SQL), remote connectivity,ODBC

* Expert knowledge of file structures, databases, 32 bit/64 bit machines

* Dentrix and/or Eaglesoft knowledge/training a plus

* Excellent oral, written and interpersonal communications skills

* Proven organizational and time management skills

* Demonstrated experience adapting to change

* Strong customer service orientation, interacting with both internal and external customers

* Previous experience working from a support center with customers nationwide (networking and building relationships with individuals in remote locations)

* Excellent understanding of the technical support business

 

Minimum Experience Required:

* Bachelor's Degree or Diploma in a technical field or an equivalent combination of education and experience

* 2-3 years previous work experience in a technical customer support role

* Excellent oral, written and interpersonal communications skills

* Proven organizational and time management skills

* Demonstrated experience adapting to change

* Previous experience working from a support center with customers nationwide (networking and building relationships with individuals in remote locations)

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Confirmed 3 hours ago. Posted 30+ days ago.

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