Customer Support Specialist 1 - Gaidge - GCM
Supports orthodontic practices by troubleshooting software and workflow issues, answering product questions, documenting cases, and improving adoption. The role requires at least two years of orthodontic practice or equivalent industry support experience and familiarity with integration partner systems.
About the job
Responsibilities
- Deliver customer support across phone, email, and web-based channels with professionalism, empathy, and responsiveness.
- Research, troubleshoot, and resolve software and workflow issues, including multi-step problems requiring creative thinking.
- Document support cases, findings, and resolutions thoroughly in the ticketing system.
- Provide workflow guidance, product best practices, and practical recommendations to improve adoption and help clients achieve their practice goals.
- Partner with internal teams to surface customer trends, recurring issues, and product feedback.
Success Measures
- Support requests addressed and resolved within established service expectations.
- Customer satisfaction scores meet or exceed target benchmarks.
- Issues resolved without escalation whenever possible.
- Support cases documented accurately, completely, and promptly.
- Guidance improves customer confidence, engagement, software adoption, and overall experience.
Requirements
- At least 2 years of experience working in an orthodontic practice in a financial coordinator, treatment coordinator, practice manager, or operations role, or equivalent technical/software support experience within the orthodontic industry.
- At least 1 year of experience using one or more integration partner systems such as Tops, Cloud9, Dolphin, OrthoTrac, or Edge Cloud.
- Strong troubleshooting, research, and software issue resolution skills.
- Excellent verbal and written communication skills.
- Ability to manage multiple priorities, stay organized, document thoroughly, and contribute proactively in a fast-paced environment.
Compensation and Benefits
- Expected compensation: $50K-$60K annually.
- Health, dental, and vision benefits.
- Wellness benefits supporting lifestyle, behavioral health, and overall wellbeing.
- Flexible paid time off, sick time, and 10 company-paid holidays.
- 401(k) plan with company match.
- Potential eligibility for additional compensation such as bonuses or equity, as applicable.
Skills
Customer Support, Software Troubleshooting, Ticketing Systems, Workflow Guidance, Orthotrac, Cloud9, Dolphin, Edge Cloud, Tops, Written Communication
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