Spear is one of the world’s most respected providers of continuing education and support to dentists and their teams, helping them pursue and achieve great dentistry. Our growing organization is driven by our collective desire to provide the finest continuing education experience and product offerings that directly address the clinical and business challenges that many dentists face today.

Our Customer Support Specialist is a critical part of the Spear Customer Support team. You will promptly and professionally respond to customers' questions/issues while maintaining high customer satisfaction and retention rates.  You will be responsible for improving overall usage and adoption of the technology platform and for helping to deliver customers their desired outcomes!

• Handle questions, comments and complaints regarding Spear products and services in a timely and accurate way, via phone, email or chat
• Ensure timely and accurate resolution process and display customer centric focus
• Escalate when needed to appropriate person or department
• Ensure final resolution (if referred to different person/department) is communicated to customer
• Follow all processes as it relates to logging customer correspondence into support CRM
• Support internal and external technical needs to help improve 90 day adoption of critical retention driving Technology Tools for new clients
• Accurately and quickly help customers or their webmasters troubleshoot embedding of Spear videos/pictures on their website
• Maintain and update internal and external facing Knowledge databases
• Create and update internal documentation for team training and knowledge as needed
• Create and update articles to be published in product knowledge database for our external customer
• Update and maintain support email templates and canned responses for chat
• Capture customer feedback and satisfaction and improve performance based on customer feedback
• Conduct surveys regarding customer service experiences
• Respond or escalate as needed based on customer's response/score
• Gather customer feedback and share with management
• Keep key stakeholders updated on any unresolved or escalated issues that arise in client's business
• Help capture bug/feature issues/requests to be routed to the Product or Technology Teams via a ticketing system (i.e. Jira, ZenDesk)

• 5+ years of Customer Service experience delivered at a world class level
• Help desk experience a plus
• Strong Technical Proficiency
• Excellent Verbal and Written Skills
• Proven ability to adapt to ever changing environments

What Spear Offers

• Beautiful Facility
• Company Sponsored Events (Think costume contests, holiday parties and 5k’s!)
• 24 Hour Onsite Gym
• The Most Amazing Coworkers Around
• Spear Cares
• Final 30 (A great way to wrap up a productive week!)
• Great work/life balance
• Regular Townhalls and CEO Lunches
• Career Development Pathways
• 3 Weeks of Paid Time Off plus Spear Holidays
• And much more!

All your information will be kept confidential according to EEO guidelines.