About Darkhorse Tech

Darkhorse Tech provides comprehensive Dental-Specific IT services to our clients including ongoing support (Managed Services), startup projects & expansions (planning, design, buildouts) as well as software & hardware sales and maintenance.

As a leader in the industry, we have created and continue to foster relationships with all leading-edge technology companies servicing the Dental community. Our company was created by founder and CEO, Reuben Kamp who left his job at a nationwide Dental IT company to build a relationship-focused version of a Managed Service Provider (MSP) which creates true partnerships with it’s clients.

Constantly building on our 12 years of experience we are now servicing roughly 1300 clients in all 50 states and continue to see massive growth while focusing on maintaining unparalleled support for our Dental Practice partners. With technicians on the ground throughout the country we offer in-person as well as remote support.

About You

Service first. Providing exemplary service means recognizing it. Have you put off a call to your cell phone company because the idea of waiting on hold, requesting a manager only to fight for a solution seems exhausting? Have you ever been pleasantly surprised by a service organization where your call is addressed efficiently, with care and acknowledgement that you are their top priority because you (as a client) are the lifeblood of their business? There is a huge difference in these approaches, and the latter builds loyalty and trust which is vital to the health of any business.

You are solution-oriented and accountable. When given an opportunity to address an issue you follow service standards and quickly provide a solution, if you can’t you are able to escalate the issue and alert your manager to your need/want for knowledge and growth - all while communicating progress in a professional and engaging manner with the client.

Part of our team! While service tickets are addressed individually our crew is always ready to support one another, you will both receive and provide help as we are all working toward the same goal. Together we provide a level of service that our clients dream of and that we stand behind.

Service Board Optimization Technician Summary

As a Service Board Optimization Technician, you will actively monitor our ticket boards to ensure each ticket progresses smoothly and efficiently. You'll help to improve efficiency and response times and positively impact customer service. This role requires quick thinking and frequent task-switching between tickets. This role is not suited for someone who prefers to work on a single ticket all day. It is designed to maximize the impact one person can have on the company, with a clear purpose and vision.

Responsibilities

Identify and prioritize quick-win solutions for clients, handling straightforward tickets independently when possible.
Provide prompt responses to client inquiries and request clarifications as needed to facilitate timely resolutions.
Qualitize tickets when they are available.
Follow up with internal points of contact (POCs) if updates are needed to push a ticket forward, and consider reassigning tickets to resources who can close them quickly.
De-escalate tickets by linking standard operating procedures (SOPs) or adding clear instructions to enable Tier 1 to close the ticket quickly.
Take ownership of tickets that only require an email for forward progress.
Maintain documentation on ticket activities, resolutions, and client follow-ups in compliance with company standards.
Perform basic troubleshooting and quick fixes for end-user devices, network equipment, and system configurations.
Proactively follow up on unresolved issues to ensure a positive client experience.
Collaborate with Tiers 1-3 teams, Service Coordinators, and Tech Leads, offering mentorship on best practices for handling frequent or low-complexity issues.

Qualifications and Skills

1-2 years in a ticket or support role is preferred
Tier 2 skillset is strongly preferred
Demonstrated experience in client communication and quick issue resolution
Familiarity with common IT troubleshooting and ticketing systems
Proactive mindset with strong organizational and prioritization skills
Effective verbal and written communication skills
Ability to balance multiple open tickets while maintaining a high level of client satisfaction
Strong customer service skills and a commitment to positive client interactions

Hours: 7:00am-4:00pm or 8:00am-5:00pm EST