Technical Support Specialist - TC

Job Details

Job Location:

Tampa Corporate - TAMPA, FL 33634

Position Type:
Full Time

The Technical Support Specialist position is responsible for technical support to our customers in relation to cases coming from production. This position is a combination of client interaction ensuring customer satisfaction/retention, system/database administration, and clarification of prescription non-conformances prior to fabrication. This selected individual will assist the department to provide our customers with prompt, attentive communications.

• Provide phone consultation and guidance to customers including doctors and dental office staff.
• Make outbound calls to dental office customers to resolve out of production case issues.
• Ensure call communications are properly documented in the customer relationship management system (Lab Track/CRS) including saving and attaching photos to case records.
• Maintain key performance indicators for call productivity such as case turnaround time and call volume.
• Accurately represent DDS Lab products and warranties.
• Ensure that customers receive a follow-up or response to inquiries within designated time frames determined by management.
• Filter and communicate technical issues to the TC team as necessary.
• Enter customer complaints in our feedback system.
• Soft transfer calls to technicians.
• Learn about DDS Labs products and services and keep up to date with any changes.
• Manage Aging Cases workload by sorting and organizing cases as needed to meet customer fulfillment requirements.
• Respond to non-technical customer questions in order to maintain a one-call resolution and high customer service standards.
• Other duties as needed.

• High School Diploma or GED required.
• Excellent typing and computer skills.
• Call center experience preferred.
• Fluent in written and spoken English.
• Previous dental experience in a lab or dental office preferred.

• Strong attention to detail.
• Dependable and reliable.
• Handle customer interactions in a professional manner.
• Adherence to assigned schedules.
• Compliance with dress code standards.
• Utilize effective, real-time stress management techniques to prevent negative customer experiences.
• Demonstrate strong problem-solving skills within a limited timeframe while assisting customers over the phone.
• Proficiency in using a mouse and digital camera, along with basic keyboarding skills to navigate multiple databases.
• Maintain a high level of professionalism by speaking clearly and using a positive tone during customer interactions and while working in the call center environment.