Job Description

JOB IDENTIFICATION

Position Title : Customer Experience Specialist (Project Based)

REPORTING RELATIONSHIPS

Reports To: Thom Castillo
Supervises:
Interfaces With:

DETAILS OF DUTIES AND RESPONSIBILITIES

About the Role:
We are seeking a skilled Customer Experience Specialists to support dental offices and clinicians using dental scanning hardware and software. You'll manage live chat inquiries, troubleshoot technical issues, and deliver an exceptional support experience-often during urgent, patient-facing moments in the dental practice.

This role is ideal for professionals with strong written English, technical troubleshooting experience, and a service mindset suited for healthcare or clinical support environments.

Key Responsibilities
. Provide calls and live chat support to U.S.-based dental practices using scanners and software
. Troubleshoot and resolve issues related to hardware, software, and device setup as well as clinical workflows.
. Guide users step-by-step through technical fixes with clear and concise written English
. Prioritize speed and accuracy when patient care is involved
. Maintain accurate documentation in support systems and tools
. Escalate complex cases to internal teams (tech support, operations, product) when needed
. Continuously learn new workflows, tools, and support practices

Qualifications:
. 5+ years in specialized BPO or Healthcare Virtual Assistance.
. Clinical or Dental Foundation: Direct experience with dental clinics, medical devices, or patient treatment plans.
. Advanced Technical Support: Proven ability to troubleshoot software/hardware beyond basic navigation.
. Multi-Channel Experience: Seamlessly managing Phone, Chat, and Email while maintaining high accuracy. Previous experience in a customer-facing lab role is preferred.

Preferred but Not Required
. Exposure to dental platforms such as 3Shape, intraoral scanners, or CAD/CAM software
. Experience in healthcare, dentistry, or medical device support
. Understanding of device setup, connectivity, and basic network troubleshooting

QUALIFICATION STANDARDS
1. Educational Attainment: Bachelor's degree or college levelwith relevant experience
2. Certification/Training: n/a
3. Work Experience: 5+ years in specialized BPO or Healthcare Virtual Assistance
4. Competencies and Skills: Advanced Technical Support/Clinical or Dental Foundation