About Us
We are the leading player in the SaaS analytics and workflow space for dental practices, launched in 2015 to help dentists manage and grow their practices. Our best-in-class tech makes it more fulfilling to be a dental professional and easier to be a patient. Nearly 9,000 dental practices utilize our platform to practice smarter, generating an average top-line production increase of 50% in the first 12 months. Whether a practice wants a comprehensive 2-year growth plan or simply a more effective Morning Huddle, we take the busy work out of growth. Our platform helps practices find patients, schedule them, follow up, collect payments, file their forms, design their treatment plans, and so much more. We seek an experienced Bug Management Specialistwho can help our organization by providing expert technical guidance and successful completion of advanced Support Tasks. If the profile below sounds like you - let's talk!
What you'll do:
As Bug Management Specialist you will ensure the successful completion of advanced Support Tasks, escalate bugs and T3 issues to the Engineering Team, and foster a positive team culture by providing expert technical guidance and mentorship to junior members. You will effectively manage bug queues, and prioritize customer satisfaction by communicating SLAs, all while focusing on continuous improvement.
Outcomes you'll own:
- Coordinate and manage customer bug tickets and support tasks from the Support and other CS teams, ensuring that all customers and internal stakeholders receive updates once a ticket is accepted by the bug team or engineering at the customer's request, communicate resolutions, operating by design (OBD), and removed outcomes to both customers and internal teams.
- Provide solutions or define clear next steps to ensure clients understand next steps as we process their questions/changes and ensure clients know what to expect as their ticket progresses through our processes.
- Work collectively with others to introduce new methods, information, and training that would reduce the amount of bug tickets being created.
- Ensure the quality of bug tickets are to the requirements of Product and Engineering.
- Work with Product, Engineering, and CS Teams to build and maintain comprehensive internal and external knowledge bases.
What will make us REALLY love you:
- A strong understanding of all products, features, Dental Intelligence, and the dental industry as a whole.
- An attention to detail and a strong level of consistency with accuracy when documenting Issues.
- The ability to multi-task and manage time effectively.
- Task driven with the ability to follow up with conversations across different platforms such as
- Jira, Intercom and Slack.
- An exceptional communicator who can explain issues and document complicated processes in a
- way that is well understood by Engineers, employees and end users alike.
- The ability to follow written processes while also being able to develop solutions, in partnership with leadership, when no clear answer is present while maintaining the ability to apply concepts of one topic to another.
What you'll love about us:
- Flexible Paid Time Off + 11 company-wide paid holidays
- Competitive Medical, Dental & vision offerings, including free medical premiums for employees, with buy up plan options, AND we match your HSA contributions.
- Company paid Life, Disability & AD&D
- Mental Health support programs, Cellphone & Gym membership Discounts, Corporate Sundance Passes, and more!
- Fully Paid Parental Leave
- 401K Retirement savings plan with company match up to 5.5% of your earnings+ unlimited access to personal financial advisors.
- Learning & Development Reimbursement program
Please Note: All offers of employment are contingent upon successful completion of a background check, which may include verification of education, employment history, and other credentials. By applying, you confirm that all information you have provided is accurate and complete to the best of your knowledge, and you understand that misrepresentation may result in disqualification or termination.
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