• Lead our support team and growing customer base by resolving common issues through a support ticketing system • Work to create efficiencies within the support team • Maintain and develop internal training material • Strive to adhere to service level agreements (SLA) • Close out aging cases and develop a triage method for case assignments • Streamline the support case responses and escalation process • Support team members and client escalations

• Provides support to our customers by providing quality customer service through knowledge of Arch MI underwriting programs, policies, and procedures. • Communicates with customers via phone calls and emails, promptly responding to customers questions and complaints. • Directs callers/clients to the appropriate staff member and responds to basic inquiries in a timely manner within assigned level of authority. • Assists Underwriting Support staff with requesting missing documents. • Identifies and reports system issues/errors in a timely manner to management. • Performs other tasks and special projects as required and assigned by management. • Supports sales, underwriting, and customers regarding general problem solving of issues, providing procedures of loan submission, and recommending opportunities for customers.

This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more. Role Description We are seeking a Customer Support Specialist to join our growing team. This role is dedicated to providing world-class support to our clients, assisting with troubleshooting and/or providing information regarding the software. Whether it's a quick fix or a multi-step process, each customer interaction will require creative thinking, soft skills, and industry expertise to resolve, therefore, ensuring the client can fully leverage our software solutions to achieve their practice goals. - Delivering excellent customer service through phone, email, and web-based support. - Researching, troubleshooting, and resolving software and process-related issues quickly and accurately. - Documenting support cases and resolutions thoroughly in our ticketing system. - Providing workflow guidance and product best practices to clients, ensuring strong user adoption and satisfaction. - Collaborating with internal teams to share client feedback that drives product improvements. Qualifications - Minimum of 2 years working in an orthodontic practice as financial coordinator, treatment coordinator, practice manager and/or operations. - Have a minimum of 1 year experience working with at least one of our integration partners' software systems (Tops, Cloud9, Dolphin, OrthoTrac, or Edge Cloud). - Ability to troubleshoot and research complex software issues in a timely manner. - Excellent verbal and written communication skills with both clients and internal teams. - Capable of managing multiple tasks, prioritizing effectively, and documenting thoroughly. - Proactive in sharing insights and working with others to improve client outcomes. - Drive to perform at a high level in a fast-paced environment, balancing competing priorities, and meeting objectives. Requirements - Response & Resolution – Research, troubleshoot, diagnose, and resolve support requests and software issues in a timely manner. - Customer Satisfaction (CSAT) Scores – Consistently meeting or exceeding client satisfaction benchmarks. - Case Documentation Quality – Maintaining accurate, thorough documentation of support issues and resolutions in our web-based ticketing system. - User Adoption/Engagement Feedback – Identify and provide learned best practices to ease user adoption and engagement resulting in positive client feedback. - First-Contact Resolution – Field inbound customer support calls, emails and chats and resolve issues without escalation when possible. Benefits - Comprehensive health, dental, and vision coverage options. - Wellness benefits that support lifestyle, behavioral health, and overall wellbeing. - Flexible paid time off, sick time, and 10 company-paid holidays. - 401(k) plan with company match to help you build your future. - Culture Committee driving initiatives that spark connection, fun, and belonging.

• Provide excellent customer service utilizing our desktop application, Talkdesk • Answer inbound calls regarding shipping, returns, warranties, damaged or missing parts, refunds, and package tracking • Perform other duties as assigned as needed