Dental Customer Product and Platform Specialist

📋 Description

• • Dandy Technology, Inc. is at the forefront of revolutionizing the vast and traditionally antiquated dental industry, a sector valued at over $200 billion. Fueled by investment from leading venture capital firms, our ambitious mission is to streamline and modernize every facet of dental practice operations through cutting-edge technology. As we expand our global footprint, Dandy is dedicated to building the definitive operating system for dental offices worldwide. Our goal is to empower clinicians and their teams with innovative technology and unparalleled support, enabling them to achieve greater success for their practices, their staff, and ultimately, their patients.
• • In this pivotal role as a Dental Customer Product and Platform Specialist, you will be a key player in delivering best-in-class technical support to our valued dental clients and clinicians. You will be instrumental in ensuring the seamless adoption and utilization of Dandy’s advanced dental scanning hardware and sophisticated software solutions. Your expertise will serve as the primary point of contact for client-facing hardware, specifically our state-of-the-art 3D intraoral scanning devices, and associated software, guiding practices through complex digital dental workflows with confidence and ease.
• • A significant aspect of this position involves managing live inquiries and expertly troubleshooting technical issues. You will often be required to provide critical, time-sensitive assistance, particularly during urgent situations that directly impact patient care. This requires a calm demeanor, exceptional problem-solving skills, and a deep understanding of the critical nature of dental workflows.
• • Your responsibilities will encompass providing real-time clinical and technical support across multiple channels, including phone, chat, and email. You will coach users on optimal practices for capturing high-quality intraoral scans and effectively operating the scanning devices, ensuring consistent and reliable performance.
• • You will be tasked with resolving a range of hardware and software issues, including those related to Windows 10 PCs, essential peripherals, and device connectivity. This requires a solid understanding of common IT troubleshooting methodologies.
• • A crucial part of your role will be to review dental orders and assist in troubleshooting digital workflows. This ensures that dental professionals receive precisely what they need, when they need it, minimizing delays and maximizing practice efficiency.
• • You will collaborate closely with various internal teams, including Account Managers, Lab Operations, and Product Development. This cross-functional partnership is vital for identifying operational bottlenecks, sharing customer feedback, and escalating complex technical cases to the appropriate specialists for swift resolution.
• • Maintaining meticulous documentation within our support systems, such as Zendesk and Slack, is essential. You will also leverage various SaaS tools to contribute to the development and implementation of scalable support processes, ensuring that Dandy can effectively support its growing customer base.
• • A core tenet of this role is achieving customer excellence. You will strive to surprise and delight customers through superior issue resolution, proactive communication, and effective relationship-building. Prioritizing speed and accuracy is paramount, especially when patient care is directly involved, underscoring the importance of your role in maintaining patient trust and practice continuity.
• • This role requires a proactive approach to identifying potential issues and offering solutions before they impact the customer. You will be an advocate for the customer internally, ensuring their voice is heard and their needs are met.
• • The ideal candidate will possess a strong technical aptitude combined with excellent interpersonal skills, enabling them to translate complex technical information into easily understandable guidance for dental professionals who may not have extensive IT backgrounds.
• • You will be part of an upcoming training cohort, with immediate hiring for a start date of March 23rd. This will include mandatory travel to Salt Lake City, UT, from March 23rd to March 27th for intensive onboarding and training.