Technical Support Representative

Medit is a global leader in digital dentistry, transforming the way dental professionals work through innovative 3D scanning solutions and intuitive software platforms. Our technology empowers clinics and labs worldwide to provide faster, more accurate, and patient-centered care.We’re looking for a full-time Technical Support Representative who is bilingual in both English and Spanish. You’ll be troubleshooting technical issues on both Windows and macOS laptops/iPads, and assisting with connectivity and workflow issues. This position is fully remote. You must work PST hours (9AM - 6:00PM MST)Key ResponsibilitiesProvide Tier 1 and Tier 2 technical support to customers via phone, chat, email, and remote session tools.Troubleshoot and resolve hardware and software issues related to Medit intraoral scanners (i500–i900 series), Medit Link, Medit Apps, and CAD/CAM integrations.Document support cases in detail using Medit’s ticketing system (ZenDesk), ensuring timely and accurate follow-up.Escalate complex or unresolved issues to higher-level technical teams as needed.Communicate clearly and empathetically with users of varying technical skill levels, ensuring a professional and reassuring experience.Contribute to the internal knowledge base by documenting solutions and best practices.Collaborate cross-functionally with global Medit teams—including R&D, Product, and Customer Engagement—to identify trends and improve the customer experience.Participate in quarterly check-ins focused on problem-solving, knowledge development, and customer satisfaction.RequirementsFluent in both English and Spanish (written and verbal).1–3 years of experience in technical support, help desk, or IT troubleshooting environment (dental or medical device experience preferred).Excellent problem-solving skills and attention to detail.Strong customer service mindset with patience and empathy.Proficient in Windows OS, networking basics, and remote access tools (e.g., TeamViewer, AnyDesk, or equivalent).Ability to work independently in a remote setting and manage multiple priorities effectively.Excellent written communication and documentation skills.Must be legally authorized to work in the United States.Remote Work Technical RequirementsReliable high-speed home internet: minimum 50 Mbps download / 10 Mbps upload.Ping under 50 ms to ensure stable real-time communication and remote support sessions.Dedicated, quiet workspace suitable for video calls and screen sharing.