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Technical Support Analyst, SoftDent
Carestream Dental LLC
USA
Full-time
Entry · 2+ years experience
Onsite
USD 48000-52000 yearly / year
Discovered 1 weeks ago
SaaSWindowsDNSCRMMicrosoft SQL
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SaaSWindowsDNSCRMMicrosoft SQL
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Key Responsibilities
- Provide advanced technical and application support for SaaS products, integrated partner solutions, and select on‑premise applications
- Handle escalations from internal teams, partners, and stakeholders
- Serve as frontline support for assigned customer groups
- Diagnose and resolve issues across integrated environments, including operating systems, browsers, local systems, cloud services, networks, and legacy platforms
- Communicate clearly and confidently with dental professionals to explain issues, workflows, and resolutions
- Document troubleshooting steps, findings, and resolutions in real time while actively engaging with customers
- Apply structured, logical troubleshooting to identify root causes and deliver effective solutions
- Escalate issues to engineering or product teams with clear documentation and technical context
Continuous Improvement & Collaboration
Stay current with platform changes, enhancements, integrations, and legacy system considerations
Create and maintain knowledge base articles, internal documentation, and self-service content
Analyze escalation patterns to identify training needs, documentation gaps, and automation opportunities
Support chatbot and knowledge automation initiatives as assigned
Collaborate closely with colleagues, managers, and cross-functional teams
Demonstrate professionalism, empathy, and a customer-first mindset in every interaction
Core Competencies
Strong verbal and written communication skills in English
Logical reasoning and analytical problem-solving ability
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