Support Specialist (Tier 1) - CT-based

Job Description

Job Description

As a Support Specialist I at Oryx Dental Software, you’ll be the first point of contact for our clients and play an important role in delivering a positive customer experience. You’ll respond to customer questions, troubleshoot common software and workflow issues, educate users on the Oryx platform, and help dental practices get the most out of the software.

You’ll be responsible for resolving issues within the Tier 1 scope while recognizing when an issue requires deeper investigation and should be escalated to Tier 2 Support.

You’ll primarily support clients in the Pacific and Mountain time zones.

Key Responsibilities

• Respond to customer inquiries via phone, email, and ticketing system in a timely and professional manner.
• Troubleshoot and resolve common software, configuration, and workflow questions using established processes and resources.
• Educate clients on Oryx features, workflows, and best practices.
• Guide customers through troubleshooting steps clearly and patiently.
• Gather relevant information when investigating customer-reported issues.
• Accurately document customer interactions, troubleshooting steps, and resolutions in the appropriate systems.
• Recognize issues that require advanced troubleshooting and escalate them to Tier 2 Support with clear and complete documentation.
• Maintain ownership of customer communication until an issue is resolved or appropriately handed off.
• Meet established service level agreements (SLAs) for response and resolution times.
• Follow documented support processes and contribute feedback when documentation or workflows could be improved.
• Use internal knowledge resources and established troubleshooting procedures to resolve customer questions efficiently.
• Collaborate with Tier 2 Support Specialists and the Support Team Lead when additional guidance is needed.
• Partner with Customer Success and other internal teams when appropriate to support a positive customer experience.
• Continue developing product knowledge and troubleshooting skills through training, feedback, and hands-on experience.

Qualifications

• 1–2 years of experience in SaaS customer support, customer service, or a dental office role such as Receptionist, Dental Assistant, Treatment Coordinator, Office Manager, or similar.
• Excellent written and verbal communication skills.
• Strong customer service mindset with empathy, patience, and professionalism.
• Strong problem-solving skills and a willingness to investigate before escalating.
• Comfortable learning new software, technology, and workflows.
• Organized with strong attention to detail.
• Ability to document customer interactions and troubleshooting steps clearly and accurately.
• Ability to manage multiple customer requests while maintaining a high level of service.
• Comfortable asking questions and seeking guidance when an issue falls outside their level of expertise.
• Dental industry or dental practice management software experience is a must.

Why Join Oryx?

• Bold Ambitions: Join a team with a vision to revolutionize dental practice management in a largely underserved market.
• Growth and Impact: Be part of a new wave of SaaS companies transforming the dental industry.
• Employee Happiness: We’re committed to creating a positive, mission-driven environment for our team, connecting you to a larger purpose.