Software Support Specialist I

Software Support Specialist (SSS) I

At A-dec, we do more than create the highest quality products and services for the dental industry; we strive to deliver a superior employment experience for each of our team members. With an environment that encourages and assists each person in developing to their highest potential, a career at A-dec is incredibly rewarding.

The Software Support Specialist (SSS) I addresses and troubleshoots complex software problems and issues. This role serves as a trusted partner to internal teams, dealer partners, and end users, ensuring accurate configuration, troubleshooting, and resolution of complex software issues while maintaining a strong focus on customer satisfaction with A-dec software solutions.

Job duties and responsibilities include:

• Delivers responsive, multi-channel technical support (phone, chat, email) for software products.
• Diagnoses and resolves advanced SaaS and connectivity issues.
• Assists with registration and white glove onboarding for new software users.
• Provides demo support for sales and training teams.
• Assists with new release support activities including training of internal teams, testing & awareness, and sales communication.
• Acts as a liaison between product teams and customers to ensure feedback is captured and acted upon.
• Maintains and updates Knowledge Base content, decision trees, and error-message guides; ensures accuracy before and after software releases.
• Educates dealer partners and internal teams to raise software Installation Qualification (IQ) across the organization.

Qualifications:

• Exhibits advanced verbal and written communication skills to effectively interact with customers, team members, and leadership; ability to explain technical concepts to non-technical users.
• Advanced understanding of network technologies, protocols ( MQTT), RESTful APIs, and tools (Bruno, Postman) for diagnosing connectivity issues between web & mobile applications and cloud-based services.
• Expertise with the iOS and Android platforms and an understanding of how they differ in functionality and user experience.
• Proficient with common operating systems such as Linux, macOS, and Windows.
• Proficient in utilizing available resources to resolve issues.
• Knowledge in verifying and configuring wireless network settings, such as SSIDs, security types (WPA2, WPA3), and DHCP settings
• Familiarity with CRM systems, ticketing platforms, and remote support tools.
• Collaborative team player with a positive attitude.
• Ability to manage priorities and meet deadlines in a fast-paced environment.

• 3+ years in technical or software support, preferably in a Tier 2 capacity.
• Training or certification in software QA.
• Training or certification in IT support is desired.
• Experience supporting SaaS platforms or cloud-based applications.
• Experience working in a cross-functional environment with product, sales, and training teams.
• Experience using Python and TypeScript to interact with APIs is desired.
• Experience supporting IoT systems where MQTT is used for device-to-cloud and cloud-to-device communications is a plus.
• Background in dental or medical device software is a plus.
• Coursework towards an associate or bachelor's degree in a technical field like computer science, information technology, or related technical field is desired, and can be used as an offset for some of the required years of experience.

A-dec values our people and show it by prioritizing an inclusive culture, total well-being, and opportunities for learning and career advancement.