Customer Support Specialist

3 weeks ago

Thiruvananthapuram, India CareStack™ - Dental Practice Management Full time

Who we are?

We are CareStack. We are not Henry Schein, we are not Planet DDS, we are CareStack. We are outliers. We are not the norm. We are cut from a different cloth. We are mission driven, product led and customer centric. We pick paths that others don't. We do more for our customers than others. We exist to make our customers successful. Nothing more. Nothing less.


Job Requirements

● First Line Support:

Provide timely and accurate Tier 1 support via email, and live chat, focusing on resolving issues related to Phone systems, call quality, device setup, network configurations, and related features.

● Troubleshooting:

Diagnose and troubleshoot basic phone system issues, including IP phones, softphones, and network connectivity problems (SIP issues, firewall configurations, etc.).

● Ticket Management:

Handle support requests through a ticketing system (e.g., Zendesk), ensuring timely response and resolution, and escalating to L2/Engineering teams as needed.

● Documentation:

Maintain and update internal and customer-facing knowledge bases, providing step-by-step guides, FAQs, and documentation for common issues.

● Customer Onboarding Support:

Assist customers with onboarding, setting up deskphone devices, configuring call flow,and ensuring seamless integration with PMS.

● System Monitoring:

Use monitoring tools to identify potential issues proactively and escalate to the relevant teams for prompt action.

●Call Quality Analysis:

Analyze call logs, jitter, latency, packet loss, and other metrics to diagnose and resolve call quality issues.

● Collaboration:

Collaborate with cross-functional teams, including L2 Support, Product, Engineering, and Customer Success, to provide feedback and improve system performance and customer experience.

● Training & Support:

Provide basic user training on VoIP phone systems and features, ensuring customer are fully equipped to utilize the system.


Skills

● Problem-Solving:

Ability to think critically, troubleshoot systematically, and identify root causes of issues.

● Team Player:

Comfortable working in a fast-paced environment, collaborating with cross-functional teams, and contributing to team goals.

●Experience:

0-2 years of experience.


Your Mindset

Mindset that is expected of the candidate and will be a determining factor in the selection process.

  • Emotional Intelligence: Ability to understand the context and different perspectives from various team members.
  • Attitude: Ability to respect cross functional priorities and balance decisions respectfully.
  • Presentation & Articulation: Communicate what is required and at the appropriate moment.
  • Adaptability: Must be comfortable working in fuzzy environments where boundaries aren’t clearly defined.


Your Life @ CareStack

At CareStack, work is more than just a job — it's a mission: To innovate. To connect. To empower. To collaborate. To think alongside our clients and transform the way healthcare is delivered. To lead change in an industry ripe for disruption. We don’t just aim to improve; we strive to redefine what’s possible in dental care.

Being a stacker, you’ll be part of something extraordinary; you’ll have the opportunity to learn and grow in ways that shape your career. You’ll be empowered to take risks and try new things every day, all while receiving steadfast trust and support in an environment where everyone can excel.


About Us

CareStack is a cloud-based dental software solution crafted to transform dental practices. We simplify operations, elevate patient relationships, enhance staff productivity, and drive business growth and revenue. Since our inception in 2015, we have aimed to deliver an integrated solution that covers everything from scheduling to billing to patient management. Our platform harnesses modern technology to enrich the patient experience and boost practice efficiency. As a team, we are passionate about leveraging technology to enhance care management for everyone, ultimately leading to better patient outcomes.


Join us online for future opportunities

Website:

Instagram:

LinkedIn:


Note: As part of our interview process, we conduct an initial shortlisting to identify candidates who closely match our requirements. While we strive to notify all applicants about their status, if you do not receive a response from us, please understand that your profile has not been shortlisted at this time.

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