Customer support Jobs in Mesa, AZ

Job Description

Job Description

Company Description

At Spear, our mission is to help dentists and their teams pursue and achieve “Great Dentistry.” Spear drives dental practice growth by advancing our clients clinical skills, improving their practice management capabilities and enhancing the patient experience by leveraging both our deep dental expertise and our technology forward solutions. We offer holistic solutions that include a full learning management system, a practice consulting service supported by a robust analytics platform and industry experts, and patient engagement tools that complement the normal workflows within a dental practice. In addition, we deliver live, collaborative education led by the brightest clinical and business minds in dentistry through virtual seminars and events, as well as through hands on learning opportunities at our state-of-the-art campus in scenic North Scottsdale.

Job Description

Our Customer Support Specialist is a critical part of the Spear Customer Support team. You will promptly and professionally respond to customers' questions / issues while maintaining high customer satisfaction and retention rates. You will be responsible for improving overall usage and adoption of the technology platform and for helping to deliver customers their desired outcomes!

• Handle questions, comments and complaints regarding Spear products and services in a timely and accurate way, via phone, email or chat
• Ensure timely and accurate resolution process and display customer centric focus
• Escalate when needed to appropriate person or department
• Ensure final resolution (if referred to different person / department) is communicated to customer
• Follow all processes as it relates to logging customer correspondence into support CRM
• Support internal and external technical needs to help improve 90 day adoption of critical retention driving Technology Tools for new clients
• Accurately and quickly help customers or their webmasters troubleshoot embedding of Spear videos / pictures on their website
• Maintain and update internal and external facing Knowledge databases
• Create and update internal documentation for team training and knowledge as needed
• Update and maintain support email templates and canned responses for chat
• Capture customer feedback and satisfaction and improve performance based on customer feedback
• Respond or escalate as needed based on customer's response / score
• Gather customer feedback and share with management
• Keep key stakeholders updated on any unresolved or escalated issues that arise in client's business
• Help capture bug / feature issues / requests to be routed to the Product or Technology Teams via a ticketing system

Qualifications

Additional Information

The hourly rate for this position is $22-26 / hr. In addition to the hourly rate, Spear offers a full range of perks and benefits highlighted below.

What Spear Offers

As the leader in our industry, we rely on the creativity and expertise of our people to deliver the best for our clients. In return, we invest in our employees by offering a diverse suite of benefits. We believe in offering choice and flexibility to keep our employees and their families healthy and happy today forward.

Spear Education deeply values diversity and what it brings to our communities and our organization.

Everyone is welcomed here, regardless of how you look, your physical abilities, where you come from, when you were born, what you believe in, how you identify, who you love, how you think, and whether or not you have served.

We seek to create a culture where each person feels heard, supported and engaged in a positive, empathetic way.

We are allies in, and advocates for, our shared humanity.

All your information will be kept confidential according to EEO guidelines.