SW Technical Support Representative

Overview

SW Technical Support Representative at Anatomage, Inc. Cary, North Carolina, United States - Full Time.

Start Date:

Immediate. Expiry Date: 20 Feb, 26.

Experience:

2 year(s) or above. Remote Job:
Yes. Telecommute:
Yes. Sponsor Visa:
No.

Location:

Raleigh-Durham, NC area only will be considered.

Description:

Osteoid is creating the next generation of seamless and connected 3D dental imaging software and solutions that help accelerate the path to digital dentistry. Osteoid’s software and hardware tools keep dental practices and labs ahead of the curve and allow dentists to competently diagnose any patient scan in 3D. Osteoid is a wholly owned dental-focused subsidiary of Anatomage.

About the Role:

We are looking for a Tier 2 Technical Support representative to join our rapidly expanding Customer Success team. The Tier 2 Technical Support Representative will provide technical and problem resolution to end-users (customers) by performing a question diagnosis while guiding users through step-by-step solutions.

Note: Only those located within the Raleigh-Durham, NC area will be considered for this role.

• Collaborate with peers, team leads, engineers, and third-party vendors to resolve customer issues, maintaining complete ownership of issues from beginning to resolution
• Follow up with customers within a timely manner to ensure accurate resolution for their technical issues
• Document problems, diagnostics, interactions, next steps, and solutions implementation in our Hub Spot CRM tool
• Expertly respond to telephone calls, chats, tickets, and email requests for technical support to deliver high-quality customer service to end-users
• Consistently follow Standard Operating Procedures and Knowledge Base Articles to identify, resolve, and escalate issues in an organized, effective manner
• Take ownership of issues and show professionalism and control
• Provide an extraordinary customer service experience
• Demonstrate expert knowledge to customers through application and platform training sessions over webinars, in-person events, and content creation
• Maintain and support Knowledge Bases, both external and internal

• Associates Degree (2-year colleges), or Bachelor’s degree (4-year universities)
• 2+ years of experience in technical support or a related field
• Exceptional written and verbal communications skills, with proven experience interacting with a range of personalities and styles
• Strong understanding of operating systems (Windows, macOS, Linux) and common software applications
• Able to quickly learn new systems, processes, and procedures, and grasp technical concepts
• Must have a passion for learning and demonstrable intellectual curiosity
• Able to manage competing demands, multiple priorities, while remaining adaptable and flexible
• Strong Communication & Interpersonal Skills
• Leadership & Initiative
• Collaboration & Teamwork
• Analytical & Problem-Solving Proficiency
• Integrity & Enthusiastic Attitude
• Professional Demeanor

• Experience working with Medical Devices or Medical Software is a plus
• Proficient in medical and/or dental terminologies is a plus
• General technical knowledge and proficiency is a plus

• Health, Dental, and Vision care for you and your family
• 401K savings plan with employer matching
• Generous PTO leave and paid holidays
• Casual work culture
• Gym Stipend
• Employee Assistance Plan
• Team bonding activities and more

Pay Range:
The expected pay range for this position is $56,160 - $58,240 per year

EEO Statement:
Osteoid is an Equal Employment Opportunity employer. We do not offer H1B Sponsorship at this time. Local candidates preferred.

The Tier 2 Technical Support Representative will provide technical and problem resolution to end-users by diagnosing questions and guiding users through step-by-step solutions. This role involves collaborating with various teams to resolve customer issues and ensuring timely follow-ups for accurate resolutions.