Customer Support Technician II (AI)

TL;DR

Customer Support Technician II (AI/SaaS): Providing advanced technical support and resolving complex issues for a cloud-based dental software platform with an accent on troubleshooting and customer experience. Focus on resolving moderate-complexity product issues, mentoring junior technicians, and contributing to technical documentation.

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

Salary: $24 – $27 Hourly

Company

hirify.global is a provider of AI-powered cloud dental practice management solutions specifically designed for DSOs and multi-location groups.

What you will do

• Resolve moderately complex product and service issues via phone, email, and chat.
• Troubleshoot technical problems and ensure timely updates to customers throughout the resolution process.
• Create and maintain a comprehensive knowledge base for both internal and external use.
• Collaborate with product development and QA teams to provide feedback for product improvement.
• Provide informal guidance and mentorship to junior technicians.
• Manage the escalation of high-complexity issues while maintaining ownership until resolution.

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 technical support tools and software.
• Strong analytical mindset and methodical problem-solving skills.
• Excellent written and verbal communication skills for explaining technical information to non-technical customers.
• Must be able to work hybridly from the Atlanta, GA office.

Culture & Benefits

• Comprehensive medical, dental, and vision insurance.
• 401(k) plan with company match.
• Health Savings Account (HSA) and Flexible Spending Accounts (FSA).
• Generous time off including FTO/Vacation, sick time, and 11 paid holidays.
• Employee Well-Being program and Volunteer Time Off.
• Collaborative culture focused on accountability, empathy, and ambition.