Customer Experience IT Expert

Job Description

Dandy is looking for an IT Expert to support our growing user base of Dentists around the US. You'll work closely with doctors and their staff to provide best in class technical support for their scanning hardware and software. You will be providing highly engaged and prompt technical troubleshooting daily, receiving inbound tickets over chat, calls, and email from our dental practices. You will also assist in the documentation of issues impacting our practices and working cross functionally with different Engineering teams. This role is ideal for a highly adaptive and motivated individual excited by the rapidly changing field of digital dentistry.

What You'll Do

Handle daily inbound via phone, email, and chat providing best in class customer service for all client-facing software and hardware
Provide desktop support for Windows Windows 11 Pro devices
Assist with documenting and tracking bugs impacting practices
Serve as a product expert for client-facing hardware, specifically 3D scanning devices, and software (Dandy-built)
Support the internal team with ad-hoc in-office and remote IT needs
Document SOPs and guidelines to improve daily operations and improve the customer experience
Support & coach front-line agents in troubleshooting that falls outside of standard procedure

Role Requirements

Experience supporting IT Help desk type work for 1-3 years
Experience working with a ticketing CRM specifically handling escalations from Tier 1 support (Frontline)
Experience working directly with english speaking customers over the phone or through chat and email.
Experience working with Dental scanning technology (Intra-oral scanners and scanning software) or providing IT support for medical hardware and software for 1-3 years.

Bonus Points For:

Experience working in the dental field
IT Certification (Comptia)
Time spent at a venture-backed startup during hypergrowth