Customer Experience Specialist (Project-based)

1. JOB IDENTIFICATION

Position Title : Customer Experience Specialist (Project Based)

1. REPORTING RELATIONSHIPS

1. Reports To: Thom Castillo
2. Supervises:
3. Interfaces With:

1. 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

1. QUALIFICATION STANDARDS
   1. Educational Attainment: Bachelor's degree or college level with 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