Technical and Customer Support Specialist - Metuchen, United States - MouthWatch, LLC

Description

### This role in a growing medical technology and hardware company has a key function in handling technical and customer service issues for our digital camera and software products.

Through directed and self-paced training, develop proficiency and understanding of installation, set-up, and administrative customization for the entire product line.

Coordinate closely with the Operations Manager to ensure a unified approach to customer service delivery.
Provide level 1 and level 2 technical and customer support via phone, email and chat.

This will require extensive knowledge of the installation of all MouthWatch software and hardware products and the functionality and technical requirements of our cloud-based telehealth software, TeleDent.

The position does not involve helping a customer with clinical use of the products.
Support will be provided via screen share software, chat, phone, and email.

You must be comfortable with Windows operating systems, understand how hardware devices work with software, and quickly handle basic technical support requests while exhibiting creativity in solving more complex issues.

Maintain detailed records of customer encounters. Summarize and analyze those records to provide recommendations for improvement of product, fulfillment, and onboarding procedures.
Assist in the development of product installation and setup materials, including online user manuals and videos.
Utilize eCommerce platform to help ensure customer order accuracy, provide tracking details, issue return labels, and more.
Utilize omnichannel support system to ensure the highest levels of customer satisfaction (ZenDesk experience helpful)
Excellent writing skills required. Spelling and good grammar are crucial in our communications with clients.
Our customers rave about our service team. We want you to be a part of that.

The candidate must enjoy helping people who are having difficulty setting up electronics and computer features and who might have reached a point of frustration.

Calls and messages may be monitored to ensure customer satisfaction. Strong communication, problem-solving, and technical skills are essential.

Required:
Customer Service: 1 year (Preferred)


Preferred:
High school or equivalent (Preferred)

Schedule:
Day shift
Monday to Friday

Salary Range:
$18to $20 per hour

Benefits:
401(k)
Dental Insurance
Flexible schedule
Flexible spending account
Health insurance
Paid time off
Vision insurance

What we do:
MouthWatch is a privately held technology and software company servicing the dental healthcare industry, headquartered in Metuchen, NJ.

Dedicated to improving overall health worldwide through innovative teledentistry software and intraoral imaging products, the company focuses on solutions that enhance care coordination, boost patient understanding, and facilitate the delivery of advanced dentistry.

The team is comprised primarily of telecommuting employees, though offices are available in Metuchen, NJ, for use as needed.

What drives us:

The knowledge that we are fundamentally transforming approaches to dental care enables dental providers to reach more patients and improve clinical outcomes for enhanced overall health.

It is incumbent upon us to nurture an environment that attracts, develops, and retains a talented, inclusive workforce and inspires our employees to be passionate about what we do on behalf of our customers.

Inherent in this dynamic is a culture that promotes equality, diversity, and respect and holds every member of the organization to the highest standards of integrity and accountability.

Job Type:
Full-time

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