Smile Brands is one of the largest dental support organizations (DSO) in the U.S. We have over 700 affiliated practices across 30 states. Our dedicated team members are all focused on a single mission of delivering Smiles For Everyone!® Smiles for patients, providers, employees, and community partners. Everyone. Our organization has been recognized on Glassdoor’s Best Places to Work list three times.

We are seeking a Service Desk agent to join our team! A highly motivated team member that wants to help support the company’s mission of providing Smiles for Everyone. An ideal candidate would have experience in a fast-paced, service desk environment and have excellent communication and documentation skills. This person would be working closely with Smile Brands users and vendors to provide a wide array of service desk services. This position provides software and network support, training, and troubleshooting to solve technology issues. The Serviced Desk agent responds to user requests in a timely manner to determine the nature and extent of support needed and offers solutions. You should keep the patient at the center of everything that you do, building lifelong trust, foster open collaboration and constructive dialogue with everyone around you. As well as continuously innovate new solutions, influencing and responding to change.

Responsibilities

• Provides Level 1/Level 1.5 technical support via telephone to clinical and business end-users experiencing issues with connectivity, telephony, software, hardware, peripherals, and smart devices.
• Leverages the IT ticketing system to document end-user issue, research knowledge base articles, and document troubleshooting steps performed to resolve the issue or reassign the ticket to a Level 2 team.
• Communicating with customers via phone, email, and chat
• Managing a case load of approximately 40-50 calls per day
• Assisting customers with basic software questions and routine requests
• Identifying major customer issues and following appropriate escalation procedures
• Utilizing basic troubleshooting skills and providing thorough documentation of customer issues for the Client Services team
• Coordinating with teams across the business to relay information
• Meeting or exceeding established department productivity and quality standards
• Makes recommendations for updates to the KB database
• Analyze incidents and service requests for correct prioritization, classification and providing initial support
• Escalating incidents, requests, and problems as necessary per established escalation policies

What We Need From You

• 3 years of cumulative experience of intermediate-level IT help desk, IT service desk, or technical support experience
• 3 years of IT ticketing system experience or exposure preferred
• 1 year of Major Incident Management experience or exposure preferred
• Microsoft Office Specialist (MOS), Microsoft Certified Desktop Support Technician (MCDST), HDI Desktop Support Technician or Support Center Analyst (HDI-DST) or equivalent certifications
• 2 years of relevant business support or information technology support experience in a Client/Server operations environment
• Experience in a multi-site operation supporting a current Windows Operating Systems' environment is a plus
• Maturing level of analytical ability to find solutions to increasingly difficult technical or administrative problems
• Strong customer service, communication, and follow-up skills
• Ability to work independently and in a dynamic environment
• Focus on superior outcomes, and calibrate work processes for outstanding results

What We’ll Offer You

• Unparalleled support to grow your career
• Remote Opportunity
• A culture that celebrates success and diversity
• Benefits and perks for you, your family and even your pets!
• Medical, Dental, Vision, and paid time off for full-time positions

Smile Brands Inc. and all relevant Affiliates are Equal Opportunity Employers. We are proud to celebrate diversity and provide an inclusive workplace for all employees.