Customer Success, Support Specialist

This is a fully remote position, open to applicants in Philippines.

📋 Description

• Conduct live demonstrations of our two dental software solutions (a payments/billing platform and a patient engagement platform) to prospective clients and new clinics via Zoom.

• Manage inbound phone and chat support inquiries from dental clinic personnel, troubleshoot issues, and escalate technical bugs to the engineering department.

• Facilitate onboarding sessions for new clients through Zoom, including account setup, training walkthroughs, and follow-up check-ins.

• Address support tickets via email and in-app chat within the established service level agreements (SLAs).

• Keep help documentation, FAQs, and demo scripts current and well-maintained.

• Gather customer feedback and feature requests, and log them for the product team.

• Develop a strong understanding of both applications to effectively answer functional and workflow questions without needing escalation.

• Work during Australian business hours (AEST) to align with customer needs.

⛳️ Requirements

• Exceptional spoken and written English skills, near-native proficiency, a neutral accent, and a friendly, confident phone demeanor - this is the most critical requirement.

• A minimum of 2-3 years of experience in a SaaS customer support, customer success, onboarding, demos, or inside sales position.

• Demonstrated experience in handling inbound phone support calls from clients.

• Proven ability to deliver live software demonstrations via Zoom.

• Strong active listening skills and the capability to explain software concepts in simple, clear language.

• Proficient and confident in using Zoom for screen sharing, presentations, and managing live Q&A sessions.

• Comfortable using support tools (e.g., ZohoDesk) and CRM systems.

• Ability to learn two distinct applications thoroughly and switch between them effectively.

• Reliable home internet connection and a quiet environment suitable for phone and Zoom communications.

• Availability to work during Australian business hours (AEST).

• Preferred qualifications: Background or qualifications in accounting, bookkeeping, finance, or any role requiring strong numerical literacy - a notable advantage due to the payments-focused nature of one product.

• Experience providing support to customers in the dental, healthcare, or allied health sectors.

• Previous experience working with Australian clients.

🏝️ Benefits

• Equipment: Provided by the company.

• Diverse Challenges: Each day presents new opportunities and unique challenges that keep your work stimulating and fulfilling.

• Team Collaboration: Work alongside a supportive team where your insights and contributions are appreciated.

• Inclusivity: Be part of a diverse and inclusive workplace that values your contributions.