Technical Support & Implementation Specialist at Archy · LumiJobs

Responsibilities

Dental practices rely on Archy to run their business every day, and a great experience starts well before their first day live. As a Technical Support & Implementation Specialist, you'll get practices technically ready for launch and support them once they're up and running, so every step of the move to Archy feels smooth and well cared for.
You'll split your time between launch readiness (imaging, hardware, phone systems and data backups) and live technical support across computers, imaging software and Archy's platform. Either way, practices will count on you, so we're looking for someone who cares as much about how the customer feels as about solving the problem.
Job Responsibilities:
Launch Readiness: Work with practices and our Onboarding team to prepare each practice's workstations, imaging software, sensors and POS hardware for launch.
Server Backups & Data Mapping: Coordinate initial and final server backups across Practice Management Systems (PMS), using virtual machines to support accurate data mapping.
Communication System Transitions: Manage phone and communication transitions, including DNS support, Twilio campaigns and vendor integrations, working directly with practices and preferred vendors.
Go-Live Support: Provide scheduled sensor installs and go-live support so practices feel confident on their first day with Archy.
Escalated Technical Support: Own escalated IT support for live practices across chat, text, email, phone and AI channels, keeping practices informed until each issue is resolved. When an issue needs Engineering, Onboarding, Migrations or Customer Support, bring in the right team and stay the practice's point of contact.
Imaging & Hardware Troubleshooting: Respond quickly and carefully to imaging, sensor and hardware issues, because downtime affects a practice's patients and revenue. Remote in with AnyDesk and walk doctors and staff through fixes by phone with patience and clear explanations.
Continuous Improvement: Find gaps in internal and external training and setup resources and help create content to fill them. Gather customer feedback and advocate for practice needs across teams.
AI-Driven Workflows: Use AI tools in your daily work to troubleshoot faster, document solutions and improve how practices get support.
Autonomy & Ownership: Own your day and your domain. You'll work with a lot of autonomy, spot problems early and decide how to solve them.

Technical Support & Implementation Specialist

Responsibilities

Qualification

Required

Preferred

Benefits

Company

Archy

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