SRS Web Solutions, Inc
Location : Remote - Philippines Job Type: Full-Time About Us mConsent is a leading patient engagement platform serving dental practices across North America. We help practices streamline patient communication, digital forms, payments, scheduling, insurance workflows, and more. We're looking for a customer-focused Tier 1 Support Specialist who enjoys solving problems, providing exceptional service, and helping customers succeed. Position Summary As a Tier 1 Support Specialist, you will be the first point of contact for our customers. You'll troubleshoot product issues, answer questions, educate users, and ensure every interaction delivers an outstanding customer experience. The ideal candidate is patient, technically curious, an excellent communicator, and thrives in a fast-paced SaaS environment. Responsibilities Provide support via phone, chat, email, and remote sessions. Troubleshoot software, integration, and user issues. Guide customers through platform features and best practices. Document customer interactions accurately in the CRM/help desk. Escalate complex technical issues to Tier 2 with detailed documentation. Follow established troubleshooting processes and knowledge articles. Meet service level agreements (SLAs) for response and resolution times. Identify recurring customer issues and provide feedback for product improvements. Deliver a professional and empathetic customer experience during every interaction. Maintain strong product knowledge as new features are released. Qualifications Required 1–3 years of customer support or technical support experience. Excellent verbal and written English communication skills. Strong troubleshooting and critical-thinking abilities. Comfortable learning new software quickly. Ability to multitask while maintaining attention to detail. Strong documentation skills. Customer-first mindset with a positive attitude. Preferred Experience supporting SaaS products. Experience with CRM or help desk platforms (Zoho, Zendesk, Salesforce, Freshdesk, etc.). Experience with dental software (Dentrix, Eaglesoft, Open Dental, etc.) is a plus. Basic networking or Windows troubleshooting knowledge. Success Metrics Customer Satisfaction (CSAT) First Response Time Resolution Time Ticket Quality SLA Compliance Documentation Accuracy Attendance and Reliability What We Offer Competitive salary Paid training Career growth opportunities Supportive team environment Remote work Ongoing learning and development
SRS Web Solutions, Inc
