Customer Experience Specialist (Project-based)

About the Role

We are looking for a competent Customer Experience Specialist to assist dental offices and clinicians utilizing dental scanning hardware and software. This position involves managing live chat queries, troubleshooting technical problems, and delivering exceptional support during critical patient-facing situations within dental practices.

Responsibilities

• Provide support via calls and live chat to dental practices across the U.S. using scanners and software.
• Diagnose and resolve issues related to hardware, software, device setup, and clinical processes.
• Guide users through technical solutions clearly and concisely in written English.
• Maintain a strong focus on promptness and accuracy when patient care is involved.
• Keep detailed records in support systems and escalation tools.
• Escalate complex matters to appropriate internal teams including technical support, operations, and product departments.
• Keep updated on new workflows, tools, and support methodologies.

Qualifications

• Minimum 5 years of experience in specialized BPO or Healthcare Virtual Assistance roles.
• Background in clinical or dental settings with hands-on experience working with dental clinics, medical devices, or patient treatment plans.
• Demonstrated advanced technical support skills, capable of resolving software and hardware problems beyond basic usage.
• Experience managing multiple channels such as phone, chat, and email while maintaining high accuracy. Prior customer-facing laboratory experience is an advantage.

Preferred but Not Mandatory

• Familiarity with dental platforms like 3Shape, intraoral scanners, or CAD/CAM software.
• Experience in healthcare, dentistry, or medical device support contexts.
• Knowledge of device configuration, connectivity troubleshooting, and basic network issues.

Educational Standards

• Bachelor's degree or currently pursuing college with relevant experience.