Customer Tech Support Specialist

Job description

Essential Functions: - 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...