Clinical Support Trainer & CX Expert driving clinical adoption and customer excellence at Dandy, transforming dental practices globally. Delivering training, support, and coaching for digital workflows.
TT
Hybrid Client Support Specialist, L1
Posted 48 minutes ago
About the role
- Client Support Specialist providing frontline B2B application support for Trackforce platform. Assisting clients with troubleshooting and issue resolution in a hybrid work environment.
Responsibilities
- Provide first-level support via chat, email, and phone, addressing customer questions and issues in a timely, professional manner.
- Diagnose and resolve product usage, configuration, and workflow issues within the Trackforce platform using internal tools, documentation, and established workflows.
- Accurately log, prioritize, and track support tickets in our support platform, ensuring clear documentation and appropriate follow-up.
- Identify issues that require deeper investigation and escalate them to the appropriate internal teams with complete and actionable context.
- Leverage internal knowledge bases to support customers and contribute feedback to improve documentation and self-service resources.
- Partner with Product, Engineering, and Client Success teams to share customer insights and help improve product and support processes.
Requirements
- Experience: Minimum of 1 year of experience in customer support for a B2B software, SaaS platform, or technology service environment.
- Technical Skills: Experience using customer support platforms such as Zendesk, Salesforce, or similar ticketing systems, with a focus on supporting software applications rather than internal IT infrastructure.
- Communication: Clear, professional written and verbal communication skills in both English and French.
- Critical Thinking: Strong problem-solving skills and the ability to ask the right questions to identify root causes.
- Organizational Skills: Ability to manage multiple tickets, prioritize effectively, and stay organized in a fast-paced environment.
- Scope of Support: Experience supporting software applications or SaaS products for external clients is preferred; this role does not involve internal IT administration, networking, or hardware support.
Benefits
- Hybrid and flexible work model
- Three weeks of vacation starting in your first year
- Paid sick days & family obligation days
- Comprehensive health & dental coverage from Day 1
- 24/7 telemedicine access
- Mental health & wellness support
- Life insurance, AD&D, long term disability & critical illness coverage
- RRSP & DPSP with employer matching
- Employee referral bonus
- Paid volunteer day & recognition programs
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Location requirements
Clinical Support Trainer & CX Expert driving clinical adoption in dental practices for Dandy, a modern dental company. Blending training and clinical support in a hybrid role.
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