Technical Support Analyst

As a Technical Support Analyst at our SaaS company, your primary responsibility will be to ensure resolution of the most challenging and complex issues presented by our diverse base of dental customers. You will play a crucial role in building strong relationships with cross-functional teams to resolve these issues with efficiency and effectiveness. We'll know this job is being executed as expected when customer satisfaction rates exceed targets, and your guidance ensures a positive customer experience

•Provide technical assistance. You will troubleshoot technical issues and assist customer-facing teams with escalations. You'll become comfortable in a variety of IT environments and handle high-level technical conversations with other IT personnel.

•Liaise with Product/Engineering. You will manage escalations with Product/Engineering, communicating severity, customer impact, and any other pertinent information to yield rapid resolution for customer issues.