What You'll Do:
Provide Tier 1 technical support to clients via phone, email, and live chat. Troubleshoot software-related issues and guide customers through effective solutions. Handle customer inquiries professionally while ensuring a positive support experience. Diagnose and escalate complex issues to higher support tiers when necessary. Maintain accurate and detailed documentation of customer interactions and issue resolutions in the ticketing system. Collaborate with internal teams to ensure timely and successful issue resolution. Support clients using troubleshooting tools, knowledge bases, and established support procedures.
What We're Looking For:
Fluent English language proficiency (written and verbal). Excellent communication, interpersonal, and active listening skills. Previous experience in Technical Support, IT Support, Help Desk, or Software Support. Strong knowledge of networking fundamentals and troubleshooting techniques. Hands-on experience with ticketing systems and case management tools. Experience handling customer interactions via phone calls, email, and live chat. Comfortable managing a high volume of client calls while maintaining professionalism and service quality. Excellent documentation and ticket management skills. Ability to explain technical concepts clearly to non-technical users. Comfortable working U. S. business hours. Background in medical or dental software is a strong plus.