Customer Support Specialist

📋 Description

• • Archy Inc. is seeking a dedicated and experienced Customer Support Specialist to join our innovative team, revolutionizing the dental practice management space with cutting-edge SaaS solutions. If you have a passion for helping others and a deep understanding of dental office operations, this is an exceptional opportunity to leverage your expertise in a dynamic software environment.
• • As a Customer Support Specialist, you will be the primary point of contact for our valued dental practice clients, building strong, lasting relationships and providing real-time, high-impact support. Your role is crucial in ensuring our clients can focus on what they do best – providing excellent dental care – while we manage the technical intricacies of their practice business.
• • A significant aspect of this role involves conducting live, personalized training sessions for dental offices. You will guide practices and their staff through the comprehensive capabilities of Archy, empowering them to maximize the software's benefits. This hands-on training will be delivered via phone and video calls, ensuring a supportive and engaging learning experience.
• • You will be instrumental in addressing a wide range of customer inquiries, with a particular focus on billing and insurance claims processed through the Archy platform. This includes supporting the intricate workflows of dental clearinghouse integrations, requiring a nuanced understanding of dental administrative processes.
• • Beyond administrative support, you will be tasked with troubleshooting technical issues that arise during the use of Archy software. This requires a proactive and analytical approach to identify the root cause of problems, providing immediate solutions where possible.
• • For more complex or severe technical challenges, you will act as a vital liaison, meticulously investigating issues and escalating them to our engineering team. Your ability to clearly articulate customer feedback and technical observations will be critical in driving product improvements and ensuring a seamless user experience.
• • This role demands a high degree of accountability and personal organization, ensuring that all customer interactions are handled efficiently and effectively. You will work collaboratively with various internal teams, including product and engineering, to ensure customer questions and concerns are resolved promptly and comprehensively.
• • A key responsibility will be to identify and report on gaps in our existing training resources, both for internal use and for external publication. Your insights will help shape the future of our customer education initiatives, contributing to a more informed and self-sufficient user base.
• • You will be a champion for our customers, advocating for their needs and translating their experiences into actionable feedback for the company. This involves creating detailed bug tickets and providing clear, concise summaries of customer issues to relevant stakeholders, thereby influencing product development and service enhancements.
• • The ideal candidate will possess a strong understanding of dental insurance and billing procedures, gained through direct experience in a dental practice front office setting. This foundational knowledge is essential for providing credible and effective support.
• • Exceptional communication skills are paramount. You will need to foster positive relationships through both written and verbal interactions, ensuring clarity, empathy, and professionalism in every exchange.
• • Basic technical aptitude is required, including proficiency in typing, understanding browser functionalities, and troubleshooting common hardware connections to computers. This enables you to guide users through technical steps and diagnose basic issues.
• • This role operates on a fixed schedule of 9:00 AM to 6:00 PM Eastern Time, Monday through Friday. Flexibility may be required to accommodate certain holidays, aligning with the operational hours of dental practices.
• • This is an hourly, non-exempt position, eligible for overtime pay in accordance with applicable laws, reflecting the commitment and dedication required for this role.
• • By joining Archy, you will be part of a forward-thinking company dedicated to improving the dental industry through technology, offering a unique opportunity to blend your dental expertise with a passion for customer success and software innovation.