Software Help Desk Representative at Ortho2, LLC

Ortho2, a leading provider of orthodontic practice management software, is seeking a Software Support & Training representative.  We are looking for a customer focused individual who can provide fast and useful technical assistance to our customers regarding our proprietary software and integrated peripheral software applications, answering queries on functionality and technical issues and offering advice to solve them.
 
Our ideal candidate must have above average technical knowledge, be able to communicate effectively, to understand the problem, and explain its solution. They must also be customer-oriented and patient to assist customers of all skill levels. 
 
Responsibilities:

• Serve as the first point of contact for our customers seeking technical assistance over the phone, chat, or email.
• Perform remote troubleshooting through diagnostic techniques and pertinent questions.
• Determine the best solution based on the issue and details provided by customers utilizing internal resources.
• Walk the customer through the problem-solving process.
• Record events and problems and their resolution in customer logs.
• Follow-up and update customer status and information.
• Direct unresolved issues to the next level of support personnel.
• Pass on any feedback or suggestions by customers to the appropriate internal team.
• Work in coordination with other departments within the company.
• Provide accurate information on products or services.

• Proven experience as a software help desk specialist and/or in another customer support role.
• Possess knowledge and experience with computer technologies, Windows, Microsoft Office, mobile devices, and remote control applications.
• Ability to diagnose and resolve basic technical issues.
• Customer-oriented and cool-tempered.
• Proficiency in English.
• Excellent oral and written communication skills.
• Possess organizational and time management skills and demonstrate a solid work ethic.
• Travel is required.  Mostly within the continental U.S. for 3-4 days at a time, potentially two-three times per month.
• Shift hours are 10:00 a.m. – 7:00 p.m. M-F. (CTS)