Vyne Dental
Overview
Title of Position:
Technical Installation Specialist
Organizational Relationship : Technical Installation Supervisor
Job Family:
Customer Success
Classification:
Non-Exempt / Full-Time
Location Considerations:
Strong preference for candidates residing in Georgia, Utah, or Indiana. Location: #LI-Remote
GENERAL SUMMARY:
The Technical Installation Specialist will deliver a best-in-class customer experience with all of the installations of all Vyne products. The TIS will ensure all installations are completed efficiently, safely, and according to standard operating procedures. The Technical Installation Specialist will develop trust and rapport with clients as the installation process is the first impression post-sales.
Duties & Responsibilities
Performs installations and advanced troubleshooting when warranted to all new clients in a timely, customer-friendly manner
Ensures the software is operating at full functionality to support a quality onboarding and training experience
Answers, evaluates, and prioritizes phone, slack, and email customer inquiries and resolves customers' questions
Troubleshoot, diagnose and resolve customer inquiries
Effectively translate complex, technical concepts into easy-to-understand language to assist non-technically oriented customers
Use remote connection programs and critical thinking to assist customers
Meet quality and quantity requirements for call volume and information/data accuracy
Document all customer interactions in the CRM and create cases when warranted
Active participant in improving the knowledge base with specific feedback to the content and leadership team
Ensure all customers are installed in the fastest, most efficient, timely, customer-friendly manner
Research and follow up on account or service problems to identify root causes and escalate/communicate for long-term resolutions
Assist with DSO installations as needed
Ensure safety protocols for PHI and compliance guidelines are followed
Security role / responsibility: see below
Security Role / Responsibility
Protected Health Information (PHI):
This position may have access to and be responsible for the security of PHI/PI on an incidental basis.
Financial Admin:
This position may have access to and be responsible for the security of financial administrative accounts and corporate accounts.
Application Admin:
This position may have access to and be responsible for securely administering user access to corporate applications.
Physical Demand The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions. While performing the duties of this job, the employee is regularly required to sit; use hands to finger, handle, or feel; reach with hands and arms and talk or hear. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.
Work Environment The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions. The noise level in the work environment is usually moderate.
Education, Knowledge, Skills & Abilities
High school diploma or equivalent required
Advanced education or certifications preferred
2-3 years experience in a SaaS customer success team
Minimum 1-2 year of Technical Installation/Customer Success experience
Experience supporting or utilizing Dental Practice Management Software is beneficial
Experience with dental practice forms and patient reminders/engagement software preferred
Problem-solving, critical thinking, and knowledge discovery skills
Possess a strong Customer Success mentality and passion for solving problems and improving the customer journey
Highly organized and detail-oriented
Must have solid computer skills, and the ability to adapt and learn technology quickly
Knowledge of Customer Relationship Management (CRM) and G Suite products
Excellent customer service, and communication skills, including email, text, and phone
Professional written, verbal, and interpersonal skills
Team player contributing to a positive, uplifting, and supporting work environment
Goal-driven, flexible approach to ongoing changes, coachable, and accountable
Able to work early or late schedule as needed
EEO Statement:
Vyne Dental provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex (including pregnancy, gender identity, and sexual orientation), national origin, age, disability, genetics, or veteran status. In addition to federal law requirements, Vyne Dental follows applicable state and local laws governing nondiscrimination in employment in every location where the company has facilities.
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Technical Installation Specialist
Organizational Relationship : Technical Installation Supervisor
Job Family:
Customer Success
Classification:
Non-Exempt / Full-Time
Location Considerations:
Strong preference for candidates residing in Georgia, Utah, or Indiana. Location: #LI-Remote
GENERAL SUMMARY:
The Technical Installation Specialist will deliver a best-in-class customer experience with all of the installations of all Vyne products. The TIS will ensure all installations are completed efficiently, safely, and according to standard operating procedures. The Technical Installation Specialist will develop trust and rapport with clients as the installation process is the first impression post-sales.
Duties & Responsibilities
Performs installations and advanced troubleshooting when warranted to all new clients in a timely, customer-friendly manner
Ensures the software is operating at full functionality to support a quality onboarding and training experience
Answers, evaluates, and prioritizes phone, slack, and email customer inquiries and resolves customers' questions
Troubleshoot, diagnose and resolve customer inquiries
Effectively translate complex, technical concepts into easy-to-understand language to assist non-technically oriented customers
Use remote connection programs and critical thinking to assist customers
Meet quality and quantity requirements for call volume and information/data accuracy
Document all customer interactions in the CRM and create cases when warranted
Active participant in improving the knowledge base with specific feedback to the content and leadership team
Ensure all customers are installed in the fastest, most efficient, timely, customer-friendly manner
Research and follow up on account or service problems to identify root causes and escalate/communicate for long-term resolutions
Assist with DSO installations as needed
Ensure safety protocols for PHI and compliance guidelines are followed
Security role / responsibility: see below
Security Role / Responsibility
Protected Health Information (PHI):
This position may have access to and be responsible for the security of PHI/PI on an incidental basis.
Financial Admin:
This position may have access to and be responsible for the security of financial administrative accounts and corporate accounts.
Application Admin:
This position may have access to and be responsible for securely administering user access to corporate applications.
Physical Demand The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions. While performing the duties of this job, the employee is regularly required to sit; use hands to finger, handle, or feel; reach with hands and arms and talk or hear. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.
Work Environment The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions. The noise level in the work environment is usually moderate.
Education, Knowledge, Skills & Abilities
High school diploma or equivalent required
Advanced education or certifications preferred
2-3 years experience in a SaaS customer success team
Minimum 1-2 year of Technical Installation/Customer Success experience
Experience supporting or utilizing Dental Practice Management Software is beneficial
Experience with dental practice forms and patient reminders/engagement software preferred
Problem-solving, critical thinking, and knowledge discovery skills
Possess a strong Customer Success mentality and passion for solving problems and improving the customer journey
Highly organized and detail-oriented
Must have solid computer skills, and the ability to adapt and learn technology quickly
Knowledge of Customer Relationship Management (CRM) and G Suite products
Excellent customer service, and communication skills, including email, text, and phone
Professional written, verbal, and interpersonal skills
Team player contributing to a positive, uplifting, and supporting work environment
Goal-driven, flexible approach to ongoing changes, coachable, and accountable
Able to work early or late schedule as needed
EEO Statement:
Vyne Dental provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex (including pregnancy, gender identity, and sexual orientation), national origin, age, disability, genetics, or veteran status. In addition to federal law requirements, Vyne Dental follows applicable state and local laws governing nondiscrimination in employment in every location where the company has facilities.
#J-18808-Ljbffr