Customer Support Specialist

Smile! Those teeth you are showing deserve the best care you can give them, yet the status quo of the software your dentist uses today is outdated. Archy is a vertical SaaS solution that is revolutionizing the dental practice management space, giving dental providers cutting-edge software that allows them to do what they do best (be dentists!) while we handle the more technical sides of running their practice business.

Job Description:

Archy is looking for an experienced office manager or front office staff member who is interested in working at a software company to provide outstanding customer support to dental offices.

The Customer Support Specialist role supports customers directly by building close, long-term client relationships and providing real time support. This role includes conducting live trainings with dental offices and interacting with them over the phone and in video calls to support the office’s use of Archy. Many of the issues that customers need help with are related to billing and insurance claims that the practice sends through Archy. This role will also require troubleshooting technical issues that may arise and escalating more severe technical issues to the engineering team.

This role would be required to work 9am - 6pm ET Monday - Friday. This is an hourly, non-exempt role and is eligible for overtime in accordance with applicable law.

Job Responsibilities:

• Deliver exceptional support that drives meaningful value for our dental practices

• Provide support on questions related to billing and claims that are sent through Archy and its integration with dental clearinghouse

• Conduct 1:1 training with practices and their staff that showcase Archy’s capabilities

• Work closely with other Archy team members to ensure customer questions and concerns are addressed in a timely manner

• Investigate potential technical problems with Archy software as reported by customers, via troubleshooting with the customer and proactively trying to find solutions

• Effectively communicating customer feedback issues to relevant stakeholders such as product and engineering within the company via bug ticket creation

• Identify gaps in training resources, both internal and external for publication

Job Requirements:

• Extensive knowledge of dental insurance and billing, typically through your experience working in the front office of a dental practice

• Exceptional ability to communicate and foster positive relationships, both in written and verbal communications

• Basic technical skills required, as they relate to the use of the product (typing skills, understanding how to troubleshoot browsers and hardware connections into computers)

• Accountability and personal organization are essential

• This job requires employees to work set hours of 9am-6pm Eastern Time

• This role may be required to work certain holidays to align with dental practice operating hours.

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Experience & Qualifications:

• 5+ years of experience in dental industry, preferably in a front desk position

• Experienced customer service representative (Nice to have)

• Experienced software trainer (Nice to have)

What We Offer:

• Competitive pay and equity (some roles may be eligible for performance-based incentives or bonuses)

• Health, dental, and vision insurance

• 401(k) plan

• Accrual vacation policy

• Remote-friendly culture