Job Description
Role Title:IT Expert
ECLARO: A quick Summary
ECLARO is an award-winning professional services firm headquartered in New York City and operating in the U.S., Canada, UK, Ireland, Australia and the Philippines. We are dedicated to a singular purpose: providing the Right People to meet every client's needs and solve business challenges through strategic staffing, permanent placement, custom outsourcing & offshoring. Utilizing our proprietary TRINIT-E Service Maturity Model, we help clients implement programs to promote innovation, automation and process improvement.
About the Role:
We are looking for an IT Expert to support our growing user base of Dentists around the world. 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 10 and Windows 11 devices
Assist with documenting and tracking bugs impacting practices
Serve as a product expert for client-facing hardware, specifically 3D scanning devices, and software
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)
Flexibility to learn our dental hardware and software
Preferred but not required, experience troubleshooting digital scanning software and hardware prior to working at our company
Bonus Points For:
Experience working in the dental field
IT Certification (Comptia)
Experience working in a CRM system like ZenDesk or Salesforce
Experience working with any dental scanner or scanning software
Experience providing technical support to SMBs (small business owners like restaurants, motels, or dentists)
Time spent at a venture-backed startup during hypergrowth
Relentlessly positive attitude, strong sense of humor, and the ability to have fun at work
