Customer Support Specialist (Remote)

About the role

A remote Customer Support Specialist is needed to help customers use a software platform, troubleshoot technical issues and work with other teams to resolve cases that need further investigation. The preferred working schedule is 5:00 PM to 2:00 AM (Amman time).

Key responsibilities

• Provide customer support by phone, chat and email, using active listening to understand each issue and assess its urgency.
• Troubleshoot software issues and escalate priority or complex cases to the appropriate team.
• Reproduce reported issues, document steps and findings, and work with Product and Development to resolve them.
• Record case activity and resolutions accurately in the CRM and ticketing system.
• Build working knowledge of product integrations and how they should behave.
• Assist with website maintenance, vendor communication and support for key accounts.
• Share customer feedback, route potential sales leads and report weekly support trends.

Required profile

• Experience in customer support and technical troubleshooting.
• Ability to explain technical issues clearly to developers and guide customers in plain language.
• Ability to manage multiple priorities independently with professionalism, integrity and accountability.
• Curiosity, empathy and resourcefulness when solving customer problems.
• Excellent written and spoken English.
• Availability to work the 5:00 PM to 2:00 AM (Amman time) shift.
• Preferred: Bachelor's degree or equivalent combination of education and work experience, and at least two years of experience in a dental or orthodontic practice.

Required skills

• Strong computer skills and the ability to learn new software quickly.
• Familiarity with Windows, remote desktop tools and ticketing systems.