Customer Support Specialist

Job Summary

The Customer Support Specialist assists users with a software platform by troubleshooting technical problems and collaborating with other teams for complex case resolution. This remote position follows a preferred schedule from 5:00 PM to 2:00 AM Amman time.

Responsibilities

• Deliver customer support via phone, chat, and email, using active listening to understand and prioritize issues
• Diagnose software problems and escalate urgent or complicated cases to relevant teams
• Replicate reported issues, document procedures and findings, and coordinate with Product and Development teams to fix them
• Accurately log case activities and solutions in CRM and ticketing systems
• Develop knowledge of product integrations and expected behaviors
• Support website upkeep, communicate with vendors, and assist key accounts
• Convey customer feedback, identify potential sales leads, and provide weekly reports on support trends

Must haves

• Proficient computer skills with quick adaptability to new software
• Experience in customer support and technical troubleshooting
• Knowledge of Windows, remote desktop tools, and ticketing systems
• Ability to clearly explain technical issues to developers and communicate simply with customers
• Capability to independently manage multiple priorities with professionalism and accountability
• Curiosity, empathy, and resourcefulness in resolving customer issues
• Excellent written and spoken English
• Availability to work the 5:00 PM – 2:00 AM Amman time shift

Nice to haves

• Bachelor’s degree or equivalent education and work experience
• Minimum two years’ experience in dental or orthodontic practice

We refresh listings regularly, but some roles close early on the source platform.