Customer Support Specialist

hace 2 semanas

San Francisco, Heredia, Costa Rica 3Shape Design Services A tiempo completo $30.000 - $60.000 al año

Company Description

3Shape Design Services provides scalable and time-saving design solutions with integration for local and global manufacturing. Specializing in various dental designs, our PTC trained designers ensure consistency while meeting all design preferences. We offer design services for crowns, copings, custom abutments, and more with flexible turnaround times to meet your needs.

Role Description

The Customer Support Specialist – Tier I provides front-line support to clients using 3Shape Design Services and 3Shape Automate. This role is responsible for handling inbound and outbound calls, chats, tickets, and emails while ensuring high-quality service and maintaining accurate records in support systems. The position plays a key role in ensuring customer satisfaction, documenting issues, escalating when necessary, and supporting administrative tasks in 3shape Design Services platforms.

Requirements

  • High school diploma or equivalent; additional training in customer service or related fields preferred.
  • Proficiency with support platforms such as CRM Systems, Jira, and Microsoft Office.
  • English level: B2 or higher.
  • 2 years of relevant work experience in Customer Service.
  • Working all U.S workdays (Working U.S & CR holidays).
  • WFH (In-office if is required).

Job description:

  • Customer Support Specialist to support International customers.
  • Communicate with customers Via Chat, Phone, and Email.
  • Self-study and learning about the dental market will be ongoing.
  • Provide knowledgeable answers to questions about products, pricing, and availability.
  • Schedule Monday to Friday 7am to 4pm.

Responsibilities

  • Customer Interaction: Handle incoming customer inquiries via phone, email, chat, or other communication channels.
  • Issue Resolution: Provide basic troubleshooting and problem resolution for common issues.
  • Guideline Compliance: Adhere to company policies and procedures during customer interactions.
  • Information Gathering: Collect necessary information from customers to understand and address their issues.
  • Accurate Documentation: Record all interactions, issues, and resolutions.
  • Escalation Handling: Escalate complex issues to Tier 2 or other appropriate departments as necessary.
  • Feedback Collection: Gather feedback from customers to improve service quality.
  • Team Collaboration: Work collaboratively with team members to ensure consistent and efficient support.

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