Technical Support Specialist - TC

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.

Key Responsibilities

• 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 (LabTrack/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.