Customer Experience Specialist (Project-based)

Job Identification
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Details of Duties and Responsibilities
We are seeking a skilled Customer Experience Specialist to support dental offices and clinicians using dental scanning hardware and software. You'll manage live chat inquiries, troubleshoot technical issues, and deliver an exceptional support experience—often during urgent, patient‑facing moments in the dental practice.

This role is ideal for professionals with strong written English, technical troubleshooting experience, and a service mindset suited for healthcare or clinical support environments.

Key Responsibilities

Provide calls and live chat support to U.S.-based dental practices using scanners and software

Troubleshoot and resolve issues related to hardware, software, and device setup as well as clinical workflows

Guide users step‑by‑step through technical fixes with clear and concise written English

Prioritize speed and accuracy when patient care is involved

Maintain accurate documentation in support systems and tools

Escalate complex cases to internal teams (tech support, operations, product) when needed

Continuously learn new workflows, tools, and support practices

Qualifications:

5+ years in specialized BPO or Healthcare Virtual Assistance

Clinical or Dental Foundation: Direct experience with dental clinics, medical devices, or patient treatment plans

Advanced Technical Support: Proven ability to troubleshoot software/hardware beyond basic navigation

Multi‑Channel Experience: Seamlessly managing Phone, Chat, and Email while maintaining high accuracy. Previous experience in a customer‑facing lab role is preferred

Preferred but Not Required

Exposure to dental platforms such as 3Shape, intraoral scanners, or CAD/CAM software

Experience in healthcare, dentistry, or medical device support

Understanding of device setup, connectivity, and basic network troubleshooting

Qualification Standards

Educational Attainment: Bachelor's degree or college level with relevant experience

Certification/Training: n/a

Work Experience: 5+ years in specialized BPO or Healthcare Virtual Assistance

Competencies and Skills: Advanced Technical Support/Clinical or Dental Foundation

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