Software Support Specialist I

At A-dec we do more than create the highest quality products and services for the dental industry; we strive to deliver a superior employment experience for each of our team members. With an environment that encourages and assists each person in developing to their highest potential a career at A-dec is incredibly rewarding.

Overview

JOB DUTIES AND RESPONSIBILITIES:

• Delivers responsive multichannel technical support (phone chat email) for software products.

• Diagnoses and resolves advanced SaaS and connectivity issues.

• Assists with registration and white glove onboarding for new software users.

• Provides demo support for sales and training teams.

• Assists with new release support activities including training of internal teams testing & awareness and sales communication.

• Acts as a liaison between product teams and customers to ensure feedback is captured and acted upon.

• Maintains and updates Knowledge Base content decision trees and errormessage guides; ensures accuracy before and after software releases.

• Educates dealer partners and internal teams to raise software Installation Qualification (IQ) across the organization.

QUALIFICATIONS:

Knowledge Skills and Abilities

• Exhibits advanced verbal and written communication skills to effectively interact with customers team members and leadership; ability to explain technical concepts to nontechnical users.

• Advanced understanding of network technologies protocols (HTTP/S MQTT) RESTful APIs and tools (Bruno Postman) for diagnosing connectivity issues between web & mobile applications and cloud-based services.

• Expertise with the iOS and Android platforms and an understanding of how they differ in functionality and user experience.

• Proficient with common operating systems such as Linux macOS and Windows.

• Proficient in utilizing available resources to resolve issues.

• Knowledge in verifying and configuring wireless network settings such as SSIDs security types (WPA2 WPA3) and DHCP settings

• Familiarity with CRM systems ticketing platforms and remote support tools.

• Collaborative team player with a positive attitude.

• Ability to manage priorities and meet deadlines in a fastpaced environment.

Education and Experience

• 3 years in technical or software support preferably in a Tier 2 capacity.

• Training or certification in software QA.

• Training or certification in IT support is desired.

• Experience supporting SaaS platforms or cloud-based applications.

• Experience working in a cross-functional environment with product sales and training teams.

• Experience using Python and TypeScript to interact with APIs is desired.

• Experience supporting IoT systems where MQTT is used for device-to-cloud and cloud-to-device communications is a plus.

• Background in dental or medical device software is a plus.

• Coursework towards an associate or bachelors degree in a technical field like computer science information technology or related technical field is desired and can be used as an offset for some of the required years of experience.

Disclaimer

This job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not to be construed as a comprehensive inventory of all duties responsibilities and qualifications required of employees assigned to this job. A-dec reserves the right to assign job duties and days and hours of work based on factors such as workload requirements staffing levels and customer demands.

At A-dec we value our people and show it by prioritizing an inclusive culture total well-being and opportunities for learning and career advancement.

A background check and screen for the illegal use of drugs is required.

A-dec is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race color religion sex national origin disability status protected veteran status or any other characteristic protected by addition A-dec will not discriminate against applicants because they have inquired about discussed or disclosed their own pay or the pay of another. *VEVRAA Federal Contractor

A-dec is interested in qualified candidates authorized to work in the United States for US-based positions. We are unable to sponsor or take over sponsorship of employment visas.