Customer Support Specialist
Archy is looking for an experienced office manager or front office staff member who is interested in working at a software company to provide outstanding customer support to dental offices. This job is fully remote, salaried position and requires the employee to work on 11-8pm Eastern Time.
Job description
Smile! Those teeth you are showing deserve the best care you can give them, yet the status quo of the software your dentist uses today is terrible.
Archy is revolutionizing the dental practice management space, giving dental providers cutting-edge software that allows them to do what they do best (be dentists!) while we handle the more technical sides of running their practice business.
Archy is looking for an experienced office manager or front office staff member who is interested in working at a software company to provide outstanding customer support to dental offices. This job is fully remote, salaried position and requires the employee to work on 11-8pm Eastern Time.
Customer Service role supports customers directly by building close, long-term client relationships and providing real time support. The CS role will include conducting live trainings with dental offices and interacting with dental offices over the phone and in video calls to support the office’s use of Archy. Many of the issues that customers need help with relate to billing and insurance claims that the practice sends through Archy. The role will also require troubleshooting technical issues that may arise and escalating more severe technical issues to the engineering team.
Job responsibilities
Responsibilities:
- Make our dental offices really, really happy by delivering support to customers
- Provide support on questions related to billing and claims that are sent through Archy and its integration with dental clearinghouse
- Conduct 1:1 training with practices and their staff that showcase Archy’s capabilities
- Work closely with other Archy team members to ensure customer questions and concerns are addressed in a timely manner
- Investigate potential technical problems with Archy software as reported by customers, via troubleshooting with the customer and proactively trying to find solutions
- Effectively communicating customer feedback issues to relevant stakeholders such as product and engineering within the company via bug ticket creation
- Identify gaps in training resources, both internal and external for publication
Job requirements
Required Skills/Abilities:
- Extensive knowledge of dental insurance and billing, typically through your experience working in the front office of a dental practice
- Exceptional ability to communicate and foster positive relationships, both in written and verbal communications
- Basic technical skills required, as they relate to the use of the product (typing skills, understanding how to troubleshoot browsers and hardware connections into computers)
- Accountability and personal organization are essential
Experience & Qualifications:
- 5+ years of experience in dental industry, preferably in a front desk position
- Experienced customer service representative (Nice to have)
- Experienced software trainer (Nice to have)
- Hours are 11am-8pm ET