Application Support Specialist

September 12

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VideaHealth

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Artificial Intelligence • Healthcare Insurance

VideaHealth is a leading provider of artificial intelligence solutions for the dental industry. Specializing in dental AI, VideaHealth partners with dental organizations to improve patient care, enhance diagnostic accuracy, and streamline workflows. Their platform, VideaAI, offers advanced features such as FDA-cleared detection algorithms for numerous dental conditions, automated treatment planning, and workflow integration. VideaHealth aims to increase case acceptance rates by offering patient-friendly visualizations and empowering clinicians with AI-powered insights. Trusted by major dental organizations, VideaHealth is at the forefront of AI-driven advancements in dentistry, providing innovative tools to enhance the efficiency and effectiveness of dental practitioners.

11 - 50 employees

🤖 Artificial Intelligence

⚕️ Healthcare Insurance

💰 $20M Series A on 2022-03

📋 Description

• Be the go-to expert supporting customers throughout their AI-powered dental care journey • Partner closely with the Customer Success team to ensure timely, thoughtful, and effective support • Deliver tier 1 and tier 2 support to end users via phone and email • Troubleshoot technical and user-facing issues; escalate complex bugs or feature requests to Product or Engineering as needed • Triage the support queue and manage day-to-day ticket workflows • Monitor SLA response times and drive improvements when bottlenecks occur • Analyze support trends to inform process, product, and documentation enhancements • Create and maintain internal and external support documentation • Collaborate cross-functionally to resolve client-reported bugs and installation issues • Maintain a strong understanding of VideaHealth products and workflows • Support the Customer Success team on technical deliverables and escalations

🎯 Requirements

• 2+ years of demonstrated SaaS technical support experience, ideally in a startup or high-growth environment. • Proven ability to deliver exceptional customer support and resolve complex technical issues • Strong documentation, multitasking, and organizational skills • Analytical and methodical problem solver; calm under pressure • Comfortable navigating ambiguity and shifting priorities • Quick learner with the ability to become a product expert • Effective communicator and team player with strong self-direction • Experience in the dental field is a plus • Experience troubleshooting cloud-based or web application issues • Proficiency with CRM and ticketing tools (e.g., HubSpot, Zendesk, Salesforce, Jira) • Experience writing SQL queries and interpreting system logs • Comfortable using tools such as Slack, Google Workspace, Confluence, and other collaboration tools