Glidewell Dental · 4 hours ago
Customer Tech Support Specialist
Sales (Prismatik, a Glidewell company)
Full-time
Onsite
Entry Level
$17/hr - $20/hr
2+ years expGlidewell Dental is an industry leader in dental technology known for its innovation and employee-friendly work environment. They are seeking a Customer Tech Support Specialist to provide support to customers through various communication channels, resolve technical issues, and assist with customer inquiries related to their technologies.
BiotechnologyDentalManufacturingMedical
Responsibilities
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 customers; escalates issues to appropriate IT sub-departments, Customer Service, and/or Technical Advisors as required to resolve issues. Communicates with external customers’ IT departments to resolve problems when necessary
Tracks, troubleshoots, updates, escalates, and closes customer support cases as appropriate
Creates procedure manuals, end-user documentation, and Knowledge Base Articles
Utilizes remote desktop control tools to assist and resolve customer issues
Performs other related duties and projects as business needs require at direction of management
Qualification
Required
Minimum two (2) years' experience in a customer service facing role with experience logging inbound and outbound customer communications and escalating support issues
Minimum one (1) years of experience in support analysis, preferably of external customer IT software or applications
Preferred
Bachelor's degree or certification in a computer related field
Benefits
Medical
Dental
Vision
401K with company match
Company-paid life insurance
Additional onsite dental services
Vacation
Holiday
Sick time
Employee gym (with fitness classes and meditation room)
Employee medical/wellness center (with massage therapy and acupuncture)
Two company subsidized cafes
Internet cafes
Employee lounges with big screen TVs
Game tables
Fun company sponsored events
A diverse work environment with over forty nationalities represented
And much more!
Company
Glidewell Dental
Glidewell is America’s largest digital dental lab, pioneering industry-first innovations that expand what’s possible in restorative dentistry.
1001-5000 employees
H1B Sponsorship
Glidewell Dental has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (30)
2024 (28)
2023 (18)
2022 (23)
2021 (30)
2020 (38)
Funding
Current Stage
Late StageLeadership Team
Sergei Azernikov
VP of CAD/CAM Software Development
Recent News
EIN Presswire
2025-09-12
2025-05-17
Company data provided by crunchbase