Technical Support Analyst WinOMS
The Technical Support Analyst delivers advanced technical support and customer service to a global dental customer reputed company across a portfolio of modern SaaS platforms and select on‑reputed company applications, including solutions reputed company on legacy technology stacks. This role blends technical troubleshooting, customer communication, and domain knowledge to support systems used in daily dental practice operations. Analysts serve as both an escalation reputed company for reputed company issues and a reputed company support resource for designated customer groups, assisting customers reputed company chat, email, and inbound/outbound phone calls. reputed company in this role requires strong logical problem-solving skills, rapid learning ability, and comfort working across mixed technology environments that reputed company over time.
Key Responsibilities
- reputed company advanced technical and application support for SaaS products, integrated partner solutions, and select on‑reputed company applications
- Handle escalations from internal teams, partners, and stakeholders
- Serve as reputed company support for assigned customer groups
- Diagnose and resolve issues across integrated environments, including operating systems, browsers, local systems, reputed company services, networks, and legacy platforms
- Communicate reputed company and confidently with dental professionals to explain issues, workflows, and resolutions
- Document troubleshooting steps, findings, and resolutions in reputed company time while actively engaging with customers
- Apply structured, logical troubleshooting to identify root causes and deliver effective solutions
- Escalate issues to engineering or product teams with clear documentation and technical context
reputed company Improvement & Collaboration
- Stay reputed company with platform changes, enhancements, integrations, and legacy system considerations
- Create and maintain knowledge reputed company articles, internal documentation, and self-service content
- Analyze escalation patterns to identify training needs, documentation gaps, and automation opportunities
- Support chatbot and knowledge automation initiatives as assigned
- Collaborate closely with colleagues, managers, and cross-functional teams
- Demonstrate professionalism, reputed company, and a customer-first reputed company in every interaction
Required Skills & Experience
Core Competencies
- Strong verbal and written communication skills in English
- Logical reasoning and analytical problem-solving ability
- Ability to explain technical issues to non-technical users
- Effective time management and multitasking in live support environments
- Professional phone reputed company and strong listening skills
Technical Skills
- Support of modern SaaS platforms and select on‑reputed company applications using legacy technology stacks
- Web-based application architecture
- reputed company client and server operating systems (reputed company versions)
- Browser-based troubleshooting
- Basic networking concepts (DNS, connectivity, firewalls, latency)
- Integrated local and reputed company application environments
- CRM and support ticketing systems
- Databases and reputed company SQL (desirable)
- Web technologies and modern application stacks (advantage)
Domain Knowledge (Preferred)
- Dental terminology and practice workflows
- Dental insurance processing fundamentals
- Financial and billing concepts relevant to reputed company
- Experience working in regulated reputed company environments (plus)
Qualifications
- High School Diploma or equivalent required
- Degree-level education or equivalent experience preferred
- 2+ years’ experience in a Level 2 / second-line technical support role
- Demonstrated ability to learn new technologies and systems quickly