Technical Customer Support Specialist

Archy Inc.

Job Overview

Location

Indiana, USA

Job Type

Full-time

Full Job Description

📋 Description

• Are you a tech-savvy problem-solver with a passion for delivering exceptional customer experiences? Do you thrive in a fast-paced environment where you can make a tangible impact? Archy, a revolutionary vertical SaaS company transforming the dental practice management landscape, is seeking a dedicated Technical Customer Support Specialist to join our growing team.
• At Archy, we believe dental providers should focus on what they do best – delivering outstanding patient care – while we handle the complexities of running their practice business. Our cutting-edge software empowers dentists with the tools they need to succeed, and as a Technical Customer Support Specialist, you will be at the forefront of ensuring our clients can operate seamlessly.
• This pivotal role involves providing live, timely, and delightful technical support to dental practices that depend on Archy to manage their operations. You will be the first line of defense, addressing a wide range of technical challenges that impact the daily workflow of dental professionals.
• Your primary responsibility will be to triage and manage escalated day-to-day IT support requests from remote dental practices. You will engage with clients across multiple communication channels, including chat, text, email, and phone, ensuring that every interaction is professional, empathetic, and efficient.
• A critical aspect of this role is acting with urgency, particularly when it comes to imaging issues. Dental practices often have patients in the chair, and any disruption to their imaging software or hardware can significantly impact their ability to provide care. You will be expected to quickly diagnose and resolve these critical issues, minimizing downtime and ensuring patient care is not interrupted.
• You will leverage your technical expertise to support various hardware and software components, including different computer systems, imaging software, and Archy's custom-developed software. This requires a broad understanding of IT infrastructure and the ability to troubleshoot complex problems.
• A key tool in your arsenal will be your proficiency with remote desktop support software, specifically Anydesk. You will use this to securely access client systems, diagnose issues directly, and implement solutions efficiently, often while communicating with the dentist or their staff over the phone.
• Exceptional customer service skills are paramount. You must be comfortable and adept at communicating technical information clearly and concisely to individuals who may not have a deep technical background, including Doctors. Your ability to explain complex issues in an understandable manner and guide them through solutions is crucial for maintaining client satisfaction and trust.
• You will be responsible for handling scheduled sensor support issues, ensuring that critical diagnostic equipment is functioning correctly. Additionally, you will provide hardware support for various Point of Sale (POS) systems and external scanners, troubleshooting and resolving any malfunctions.
• This role also involves managing hardware ordering for replacement POS systems, ensuring that practices have the necessary equipment to operate without interruption. You will identify when hardware needs to be replaced and initiate the procurement process.
• A significant part of your role will involve identifying and escalating complex or convoluted imaging issues to the dedicated technical support and engineering teams. You will act as a bridge, providing detailed information and context to ensure these escalated issues are resolved effectively.
• Furthermore, you will play a proactive role in improving our support resources. This includes identifying gaps in current training materials, both for internal support staff and for external customer use. Your feedback will be instrumental in the creation and publication of enhanced training documentation.
• You will also be a vital advocate for our customers by collecting and synthesizing feedback on imaging software and other technical aspects. This feedback will be shared cross-departmentally, influencing product development and service improvements.
• This position requires availability during core business hours, specifically 9am - 6pm ET, Monday through Friday. This is an hourly, non-exempt role, and overtime pay will be provided in accordance with applicable laws.
• By joining Archy, you'll be part of a mission-driven company that is making a real difference in the dental industry. You'll have the opportunity to grow your technical skills, enhance your customer service abilities, and contribute to a positive and supportive remote work environment.

🎯 Requirements

• 3+ years of technical support experience, preferably within a SaaS company.
• Familiarity with multiple imaging software and hardware solutions commonly used in dental practices (e.g., Carestream, Dentimax, Dexis, Digidoc, Jazz, Nanopix, and similar).
• Proven experience in remote desktop support, specifically using tools like Anydesk.
• Strong customer service orientation with excellent communication skills, capable of explaining technical issues to non-technical users, including dental professionals.
• A genuine passion for problem-solving and a willingness to learn new technologies and dive into technical challenges.

🏖️ Benefits

• Competitive hourly pay and potential for overtime.
• Comprehensive health, dental, and vision insurance plans.
• 401(k) retirement savings plan.
• Generous accrual-based vacation policy.
• A supportive and collaborative remote-friendly company culture.

Skills & Technologies

Remote

Ready to Apply?

Apply Externally

You will be redirected to an external site to apply.

Archy Inc.

Visit Website

About Archy Inc.

Archy is a collaborative workspace designed to streamline project management and team communication. It offers a centralized platform for organizing tasks, sharing files, and tracking progress on projects of all sizes. Key features include customizable dashboards, real-time updates, and integrated communication tools, allowing teams to stay aligned and productive. The platform aims to reduce information silos and improve workflow efficiency by providing a single source of truth for all project-related activities. Archy is suitable for various industries and team structures, focusing on enhancing transparency and accountability within project teams.

View Company Profile