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Prismatik · 5 hours ago

Customer Tech Support Specialist

United States

Full-time

Remote

Entry Level

$17/hr - $20/hr

2+ years exp

Prismatik is a company that provides customer support solutions, and they are seeking a Customer Tech Support Specialist. The role involves providing technical support to customers through various communication channels, resolving issues, and assisting with customer ordering processes.

ConsultingInformation TechnologyLegal

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

Customer supportTechnical troubleshootingZendeskRemote desktop controlDocumentation creationCommunication skillsTeam collaboration

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