Technical Customer Support Specialist

Job Title: Technical Customer Support Specialist

Employment Type: Full-Time

Working Hours: Monday to Friday, 9 AM - 5 PM US Eastern Time

Compensation: $1,400–$1,800 USD/month (salary based on assessment)

Location: Latin America (Remote)

About the Company

We are a long-established technology services provider supporting dental practices for over 20 years. We help dental offices streamline operations through reliable software support, IT infrastructure, and integrated technology solutions.

Our work focuses on keeping client systems running smoothly including software, hardware, networking, and technical support while delivering responsive, practical, and long-term support to improve efficiency and reduce downtime.

About the Role

We are seeking a Technical Customer Support Specialist to join a growing support team. This role is ideal for someone who enjoys helping customers, solving technical issues, and learning new technologies.

You will serve as a primary point of contact for customers, assisting them via phone, email, and chat while troubleshooting software-related issues and ensuring a positive customer experience.

Key Responsibilities

• Respond to customer inquiries via phone, email, and chat.

• Troubleshoot software and technical issues and provide effective solutions.

• Investigate problems, identify root causes, and implement fixes or workarounds.

• Maintain accurate records of customer interactions and resolutions in the support ticketing system.

• Create and update knowledge base articles, FAQs, and internal documentation.

• Escalate complex issues to engineering or product teams when necessary.

• Follow up with customers to ensure issues have been fully resolved.

• Collaborate with product, engineering, and sales teams to communicate customer feedback and product improvement opportunities.

• Meet response and resolution service-level targets while maintaining high-quality support.

• Stay current on product updates, features, and industry best practices.

• Manage support requests across multiple communication channels.

Qualifications

Required

• 2+ years of experience in technical support, SaaS, or a related customer support role

• Fluent English communication skills (written and verbal)

• Experience in dental practice management software

• Experience in dental imaging software

• Experience using ticketing systems (e.g., Zendesk, Freshdesk, Intercom, Jira Service Management, or similar)

• Experience with Zapier and Trello or similar workflow/project management tools

• Strong troubleshooting and problem-solving abilities

• Excellent organizational skills and attention to detail

• Ability to explain technical concepts clearly to non-technical users

• Comfortable learning software applications and technical systems

• Reliable internet connection and remote work environment

Preferred

• Experience creating documentation, FAQs, or knowledge base content

• Exposure to automation tools or workflow integrations

• Experience supporting B2B software customers

Who We're Looking For

The ideal candidate is:

• Genuinely interested in the role and eager to build a long-term career.

• Curious, engaged, and motivated to learn.

• Customer-focused and solution-oriented.

• Proactive, dependable, and accountable.

• Comfortable working independently in a remote environment.

• Excited to contribute to a collaborative team culture.

What You'll Get

• Fully remote position.

• Stable company with a long-standing customer base.

• Supportive and experienced team environment.

• Opportunities to learn, grow, and expand your technical skills.

• Direct impact on customer success and product improvement.