Customer Support Specialist

About the role We’re looking for a Customer Support Specialist to help customers use a software platform, troubleshoot technical issues, and work with other teams to resolve cases that need further investigation. This is a remote role with a preferred working schedule of 5:00 PM – 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 Qualifications Strong computer skills and the ability to learn new software quickly Experience in customer support and technical troubleshooting Familiarity with Windows, remote desktop tools, and ticketing systems 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 – 2:00 AM (Amman time) shift Preferred Bachelor’s degree or equivalent combination of education and work experience At least two years of experience in a dental or orthodontic practice Show more Show less