Software Support and Training

Location

Ames, IA | United States

Job description

Ortho2, a leading provider of cloud-based, orthodontic practice management software, is seeking a Software Support & Trainer  to work as part of a call-center for our customers who need technical assistance for our proprietary software and integrated peripheral software applications.  Candidate must maintain a strong technical knowledge and be customer oriented to communicate effectively to understand the issue and explain its solution .
RESPONSIBILITIES:

• Serve as the first point of contact for our customers seeking technical assistance over the phone, chat, or email.
• Perform remote troubleshooting through diagnostic techniques and pertinent questions.
• Determine the best solution based on the issue and details provided by customers utilizing internal resources.
• Walk the customer through the problem-solving process.
• Record events, issues, and their resolution in customer logs.
• Follow-up and update customer status and information.
• Direct unresolved issues to the next level of support personnel.
• Pass on any feedback or suggestions by customers to the appropriate internal team.
• Maintain accurate information on products or services.

• Associate Degree in technical field or equivalent work experience in technical software and/or customer service.
• Possess comprehensive knowledge and experience with , Windows, Microsoft Office, mobile devices, and remote applications.
• Ability to diagnose and resolve basic technical issues.
• Customer-oriented and patience.
• Excellent oral and written communication skills.
• Possess organizational and time management skills and demonstrate a solid work ethic.
• Travel is required at least 25% of time.  Mostly within the continental U.S. for 3-4 days at a time, potentially one-three times per month.
• Monday-Friday, starting 10-7pm shift, working in-office, remote or hybrid of both.

Job tags

Salary