The Technical Support Specialist position is responsible for technical support to our customers in relation to cases coming from production. This position is a combination of client interaction ensuring customer satisfaction/retention, system/database administration, and clarification of prescription non-conformances prior to fabrication. This selected individual will assist the department to provide our customers with prompt, attentive communications.
Key Responsibilities
- Provide phone consultation and guidance to customers including doctors and dental office staff.
- Make outbound calls to dental office customers to resolve out of production case issues.
- Ensure call communications are properly documented in the customer relationship management system (LabTrack/CRS) including saving and attaching photos to case records.
- Maintain key performance indicators for call productivity such as case turnaround time and call volume.
- Accurately represent DDS Lab products and warranties.
- Ensure that customers receive a follow-up or response to inquiries within designated time frames determined by management.
- Filter and communicate technical issues to the TC team as necessary.
- Enter customer complaints in our feedback system.
- Soft transfer calls to technicians.
- Learn about DDS Labs products and services and keep up to date with any changes.
- Manage Aging Cases workload by sorting and organizing cases as needed to meet customer fulfillment requirements.
- Respond to non-technical customer questions in order to maintain a one-call resolution and high customer service standards.
- Other duties as needed.
- High School Diploma or GED required.
- Excellent typing and computer skills.
- Call center experience preferred.
- Fluent in written and spoken English.
- Previous dental experience in a lab or dental office preferred.
Special Position Requirements
- Strong attention to detail.
- Dependable and reliable.
- Handle customer interactions in a professional manner.
- Adherence to assigned schedules.
- Compliance with dress code standards.
- Utilize effective, real-time stress management techniques to prevent negative customer experiences.
- Demonstrate strong problem-solving skills within a limited timeframe while assisting customers over the phone.
- Proficiency in using a mouse and digital camera, along with basic keyboarding skills to navigate multiple databases.
- Maintain a high level of professionalism by speaking clearly and using a positive tone during customer interactions and while working in the call center environment.
Skills Required
- High School Diploma or GED
- Excellent typing and computer skills
- Fluent written and spoken English
- Strong attention to detail
- Dependable and reliable
- Professional customer interaction skills
- Adherence to assigned schedules
- Strong problem-solving skills under time constraints
- Basic keyboarding and ability to navigate multiple databases
- Clear speech and positive communication tone
- Call center experience
- Previous dental laboratory or dental office experience
What We Do
Established in 2005, DDS Lab is a National Board-Certified full-service dental laboratory and multi-national medical device manufacturer. The company specializes in fabricating custom dental prosthetic appliances, including crowns, bridges, and orthodontic implants, for dental service organizations, mid-size group practices, and independent dentists across the United States. Based in Tampa, Florida, DDS Lab utilizes advanced digital workflows and CAD/CAM technology to deliver high-quality restorative solutions.
