Senior Support Specialist

About Us 

We are the leading player in the SaaS analytics and workflow space for dental practices, launched in 2015 to help dentists manage and grow their practices. Our best-in-class tech makes it more fulfilling to be a dental professional and easier to be a patient. Nearly 9,000 dental practices utilize our platform to practice smarter, generating an average top-line production increase of 50% in the first 12 months. Whether a practice wants a comprehensive 2-year growth plan or simply a more effective Morning Huddle, we take the busy work out of growth. Our platform helps practices find patients, schedule them, follow up, collect payments, file their forms, design their treatment plans, and so much more. We seek an experienced Senior Support Specialist who can help our organization by providing expert product guidance, mentorship to junior team members, assist in escalated client management and ensuring efficient problem resolution while prioritizing customer satisfaction, all within the framework of continuous improvement. If the profile below sounds like you - let’s talk! 

What You'll Do 
 

As a Senior Support Specialist you'll provide expert product guidance, mentorship to junior team members, assist in escalated client management and ensure efficient problem resolution while prioritizing customer satisfaction, all within the framework of continuous improvement.

Outcomes You’ll Own 

• ​​Escalation Handling and Collaboration
• • Manage and resolve escalated customer issues resulting from support processes, product defects, or complicated product functionality by coordinating investigations, collaborating across teams, adhering to escalation protocols, and conducting post-resolution analysis to enhance support processes and maintain high customer satisfaction levels. Reviewing escalations weekly with Team Leads to see what we can learn to uplevel the team, whether it’s product knowledge, soft skills, a breakdown in a workflow, customer-driven, etc.
  • Listen actively to the customer's concerns, acknowledge their frustration, and work towards de-escalating the situation by assuring the customer that their issue will be resolved promptly and equitably.
  • Thoroughly investigate all issues reported by the customer and teammate, gathering information from various sources, collaborating with relevant teams or departments, and analyzing the root cause of the problem. Develop a comprehensive plan for resolution, setting clear expectations for the customer regarding timelines and actions to be taken.
  • Facilitate the collaboration between different departments and teams, acting as a liaison between the customer and internal teams such as Engineering, Product, Onboarding, etc. Ensure all stakeholders are aligned and working towards a swift and satisfactory resolution.

• Real Time Mentoring and Training
• • Take a leadership role in guiding and mentoring junior Support Team members by sharing knowledge, best practices, and providing product training sessions.
  • Be readily available to provide immediate assistance to junior team members during critical and complex technical issues. Offering guidance, sharing expertise, and collaborating in real-time to troubleshoot and resolve challenging problems, fostering a supportive learning environment while ensuring swift issue resolution and continuous skill development throughout the team. This real-time support mechanism helps juniors in gaining confidence, refining their troubleshooting skills, and effectively handling similar scenarios in the future.

• Continual Process Improvement
• • Conducting in-depth root cause analyses for recurring or complex issues. Employing various methodologies to delve into the underlying causes of problems rather than merely addressing symptoms. This approach enables the team to identify systemic issues, implement permanent fixes, and prevent future occurrences, ultimately contributing to a more stable and reliable support environment.
  • Taking a proactive approach to identifying inefficiencies within support workflows. Systematically analyzing existing processes, seeking areas for improvement to streamline operations and enhance efficiency. By collaborating with team members, implementing innovative solutions, automating repetitive tasks, and introducing optimizations that result in reduced resolution times, increased productivity, and overall operational efficiency gains.

• Ensuring Onboarding and Enterprise Suc