Rachael C.
Support Tech Ii @Open Dental Software
Signup · Get unlimited contacts
WORK HISTORY
Support Tech Ii @Open Dental Software
Salem, OR, US
Resolved Tier II technical support cases for dental practice management software, diagnosing complex user, system, and workflow issues via phone and remote access.‣ Delivered real-time remote support and guided training to dental office staff, improving user proficiency and reducing repeat support requests.‣ Managed a high-volume queue of 25+ tickets daily while maintaining strong CSAT scores and adherence to SLA targets.‣ Escalated software defects and system-level issues to engineering with clear, reproducible documentation, accelerating bug resolution cycles.‣ Translated technical concepts into clear, user-friendly instructions, enabling non-technical users to confidently navigate software workflows.‣ Supported integrations and environment issues involving databases, networking basics, and third-party tools.‣ Mentored Tier I technicians, providing guidance on troubleshooting techniques and contributing to team knowledge base documentation.‣ Identified recurring issues and contributed to process improvements, reducing support volume and increasing first-contact resolution rates.‣ Maintained detailed case documentation to ensure continuity, accountability, and data-driven support insights.
EDUCATION
Kapi‘olani Community College
Associate’s Degree, Liberal Arts and Sciences/Liberal Studies
Gnomon
Certification, 3D Animation
SKILLS
ABOUT RACHAEL C.
Demo Reel: https://vimeo.com/62•••••86 )Dynamic and dedicated, I bring a knowledgeable base in Motion Capture, community management, and CG Animation to the table. I\'ve developed a knack for teaching, training, and troubleshooting motion capture technology such as Xsens / Movella, StretchSense and Manus. My commitment to fostering strong client relationships was evident in my role as the architect of the Customer Service Pipeline for the OBSKUR project, as well as Product Specialist for Xsens / Movella. Armed with a passion for CG Animation and a hunger to learn, I am excited to make significant contributions to your team with my blend of technical expertise, artistic creativity, and enthusiastic outlooks!
This profile is compiled from publicly available professional sources. Unifers is not affiliated with or endorsed by LinkedIn. Request removal of this profile.