Technical Support Analyst

3 weeks ago

Canada CareCru Full time

CareCru is looking for a Technical Support Analyst to aid the successful implementation of its AI-powered growth platform into a growing portfolio of dental practice customers. You should have experience supporting SaaS products, and a strong knack for installing and troubleshooting software.Let’s talk if… You’re thoughtful, empathetic, and naturally extrovertedYou love technology and have a desire to work in a SaaS business focused on dental You bring enthusiasm, strong work ethic, and a positive attitude You are action oriented and capable of independently solving complex workflow problems You can communicate clearly and effectively to both internal and external stakeholders You have a track record of success in building customer relationships at multiple levels of a clients’ organization You’re comfortable under pressure and can effectively manage customer expectations You’re highly ambitious and motivatedKey ResponsibilitiesAct as a primary technical support contact for customers on the CareCru platformInstall and support the CareCru Connector on dental customer serversManage customer cases, ensuring that accurate resources are leveraged, monitoring time to resolution, advocating bug fixes, and in general doing everything possible to provide a speedy resolutionEvaluate and analyze customer business objectives and challenges and present a solution for customers to become successful with the CareCru platformAct as an escalation point for critical customer concerns and mobilize resources/training to resolve their issuesMaintain all aspects of the technical relationship from troubleshooting possible issues, filing, and advocating for enhancements, partnering with product & engineering in preparing for new releases and rollouts, and otherwise participating in the overall maintenance and support of customer accountsEducate customers on upcoming product releases and enhancementsThink outside of the box and provide strategic input for growing our customer baseQualifications1-2+ years of technical support experience in a SaaS companyProficient with Windows Server, SQL, HTML, CSSExceptional communication skills—both written and verbal Excellent interpersonal skills and ability to work well in competitive team environments Preferred candidates will be able to demonstrate abilities to: Supporting SaaS products Understand operations of a dental practice and how to optimize for growth Experience with startups and healthcare businessesWork quickly within Zendesk (Ticketing) and HubSpot (CRM) Why CareCru? Be an early stage contributor in high-growth company run by a proven team with successful SaaS startup experience Competitive salary and early-stage stock optionsExcellent benefits package including health, life, dental and vision Be part of a passionate, entrepreneurial team that works hard and has fun doing it About CareCru CareCru is building the premier growth platform in dental. Both single-location practices, and dental groups, can supercharge their business by installing the CareCru Connector to: Reveal the health of the practices (Business Intelligence, AI-driven Insights) Boost team productivity by intelligently automating tasks (CRM-like Business Process Automation) Deliver an unparalleled patient experience (Next-gen Online Scheduling, Modern Patient Engagement) Adding the “Cru” is like adding three world-class team members to the practice—a front office administrator, a marketing specialist, and a practice consultant.

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