Service Desk Agent

Overview:

Smile Brands is a dominant player in the dental space and 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 need to be able to work 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 our end users 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. This is a hybrid opportunity in Plano, TX; Costa Mesa, CA; or Eau Claire, WI.

Schedule (days/hours):

Monday - Friday (occasional on-call)

Responsibilities:

Provides Level 1 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

Qualifications:

1-2 years of experience with Service Desk / Helpdesk

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

About:

The compensation range for this role is $20.00 -$25.00 per hour.

Benefits are determined by employment status/hours worked and include paid time off (“PTO”), health, dental, vision, health savings account, telemedicine, flexible spending accounts, life insurance, disability insurance, employee discount programs, pet insurance, and a 401k plan.

Smile Brands supports nearly 700 affiliated dental offices across 29 states all focused on a single mission of delivering Smiles For Everyone!® Smiles for patients, providers, employees, and community partners. Everyone. Our entire culture is designed to promote WIN-WIN relationships by treating people with respect and pursuing business process excellence that makes it easier to provide great patient care. Our growing portfolio of affiliated dental brands and practice models range from large regional brands to uniquely branded local practices. This role is associated with the affiliated dental office listed at the top of the job posting on our career site.

Smile Brands Inc. and all Affiliates are Equal Opportunity Employers. We celebrate diversity and are committed to providing an inclusive workplace for all employees. We are proud to be an equal opportunity employer. We prohibit discrimination and harassment of any kind based on race, color, creed, gender (including gender identity and gender expression), religion, marital status, registered domestic partner status, age, national origin, ancestry, physical or mental disability, sex (including pregnancy, childbirth, breastfeeding or related medical condition), protected hair style and texture (The CROWN Act), genetic information, sexual orientation, military and veteran status, or any other consideration made unlawful by federal, state, or local laws. If you would like to request an accommodation due to a disability, please contact us at (url removed)

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