CTS Specialist

Profile

Essential Functions:Provides customer ordering processing support, including but not limited to researching, troubleshooting, analyzing, and resolving customer technical support issues.Acts as the primary support contact for customer technical support for My Accounts, Glidewell Direct, Inclusive Dental, IOS, and Digital Order Processing.Configures and implements CAD/CAM computers purchased through the Company for external customers.Supports external customers with resolution of issues related to company owned technologies and 3rd party CAD/CAM software.Supports internal applications and processes related to CTS. Monitors managed file transfer workflow, eStatements validation, and Daily Case Summary.Provides support to customers through phone calls and emails. Ensures calls and emails are responded to within targeted service level timeframes. Contacts customers with updates via phone and email on status and problem resolution.Provides CTS Analysts with technical information and assists with tests, reviews, and evaluations of bugs and implementation of enhancements.Logs all inbound and outbound activities (phone and email) into Zendesk ticketing system. Ensures support tickets and customers are updated regularly.Provides first point of contact (SPOC) support to customers; escalates issues to appropriate IT sub-departments, Customer Service, and/or Technical Advisors as required to resolve issues. Communicates with external customers’ IT departments to resolve problems when necessary.Tracks, troubleshoots, updates, escalates, and closes customer support cases as appropriate.Creates procedure manuals, end-user documentation, and Knowledge Base Articles utilizing Microsoft Dynamics CRM.Uses remote desktop control tools to assist and resolve customer issues.Participates in new product technical support and delivery reviews.Performs other related duties and projects as business needs require at direction of management.Education and Experience:Bachelor’s degree or certification in a computer related field preferred.Minimum two (2) years of experience in software support analysis of external customer IT applications.Experience supporting web based applications.Experience logging inbound and outbound customer communications and escalating support issues.Experience working in a HIPAA regulated environment.Helpdesk or technical support experience preferred.LAN/WAN troubleshooting experience, a plus.Pay Range: $20.00-$26.00/hr  

Company info

Glidewell Laboratories.
Website : http://www.glidewelldental.com/