Customer Support Technician II (Dental Software)

TL;DR

Customer Support Technician II (Dental Software): Providing advanced technical support and resolving complex software issues with an accent on troubleshooting and customer experience. Focus on maintaining a technical knowledge base, mentoring junior technicians, and collaborating with product development to improve the platform.

Location: Hybrid; must be based in Atlanta, GA (working 2-3x per week in office)

Salary: $24 – $27 Hourly

Company

hirify.global is a cloud-based, AI-powered dental practice management platform for DSOs and multi-location groups.

What you will do

• Provide technical support via phone, email, and chat for moderately complex product issues.
• Troubleshoot and resolve technical problems related to the company's cloud-based platform.
• Create and maintain a comprehensive internal and external knowledge base of common issues and best practices.
• Collaborate with product development and QA departments to provide feedback for product improvement.
• Mentor junior technicians and serve as a primary escalation point for technical issues.
• Ensure timely and accurate updates to customers throughout the resolution process.

Requirements

• 2-4 years of experience in technical product support with a focus on troubleshooting.
• Bachelor's degree in a relevant field or equivalent professional work experience.
• Proficiency in using modern support tools and software.
• Strong analytical mindset and methodical problem-solving skills.
• Excellent written and verbal communication skills for interacting with non-technical customers.
• Must be located in or able to work hybrid in Atlanta, GA.

Culture & Benefits

• Comprehensive medical, dental, and vision insurance with HSA and FSA options.
• 401(k) plan with company matching.
• Flexible Time Off (FTO), sick time, and 11 paid holidays.
• Life, AD&D, and short-term/long-term disability insurance.
• Employee well-being program and volunteer time off.