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Ortho2, a leading provider of cloud-based, orthodontic practice management software, is seeking a* PT – Software Help Desk Representative *to work as part of a call-center for our customers who need technical assistance for our proprietary software and integrated peripheral software applications. Candidate must maintain a strong technical knowledge and be customer oriented to communicate effectively to understand the issue and explain its solution.
RESPONSIBILITIES:
- Serve as the first point of contact for our customers seeking technical assistance over the phone, chat, or email.
- Perform remote troubleshooting through diagnostic techniques and pertinent questions.
- Determine the best solution based on the issue and details provided by customers utilizing internal resources.
- Walk the customer through the problem-solving process.
- Record events, issues, and their resolution in customer logs.
- Follow-up and update customer status and information.
- Direct unresolved issues to the next level of support personnel.
- Pass on any feedback or suggestions by customers to the appropriate internal team.
- Maintain accurate information on products or services.
EXPERIENCE REQUIREMENTS:
- Associate Degree in technical field or equivalent work experience in technical software and/or customer service.
- Possess comprehensive knowledge and experience with , Windows, Microsoft Office, mobile devices, and remote applications.
- Ability to diagnose and resolve basic technical issues.
- Customer-oriented and patient.
- Excellent oral and written communication skills.
- Possess organizational and time management skills and demonstrate a solid work ethic.
- PT – Monday-Friday, starting 10-3 pm shift, working in-office, remote or hybrid.
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Job Type: Part-time
