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Service Desk Agent (Hybrid)

Smile Brands
Plano, Texas
Salary commensurate with experience
Closing date
Nov 22, 2023

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Dental Team Member
Contract Type
Job Type
Full Time

Job Details

Smile Brands is one of the largest dental support organizations (DSO) in the U.S. We have over 700 affiliated practices across 30 states. Our dedicated team members are all focused on a single mission of delivering Smiles For Everyone!® Smiles for patients, providers, employees, and community partners. Everyone. Our organization has been recognized on Glassdoor's Best Places to Work list three times.

We are seeking a Service Desk agent to join our team! A highly motivated team member that wants to help support the company's mission of providing Smiles for Everyone. An ideal candidate would need to be able to work in a fast-paced, service desk environment and have excellent communication and documentation skills. This person would be working closely with Smile Brands users and vendors to provide a wide array of service desk services. This position provides software and network support, training, and troubleshooting to solve technology issues. The Serviced Desk agent responds to user requests in a timely manner to determine the nature and extent of support needed and offers solutions. You should keep our end users at the center of everything that you do, building lifelong trust, foster open collaboration and constructive dialogue with everyone around you. As well as continuously innovate new solutions, influencing and responding to change.

  • Provides Level 1 technical support via telephone to clinical and business end-users experiencing issues with connectivity, telephony, software, hardware, peripherals, and smart devices.
  • Leverages the IT ticketing system to document end-user issue, research knowledge base articles, and document troubleshooting steps performed to resolve the issue or reassign the ticket to a Level 2 team.
  • Communicating with customers via phone, email, and chat
  • Managing a case load of approximately 40-50 calls per day
  • Assisting customers with basic software questions and routine requests
  • Identifying major customer issues and following appropriate escalation procedures
  • Utilizing basic troubleshooting skills and providing thorough documentation of customer issues for the Client Services team
  • Coordinating with teams across the business to relay information
  • Meeting or exceeding established department productivity and quality standards
  • Makes recommendations for updates to the KB database
  • Analyze incidents and service requests for correct prioritization, classification and providing initial support
  • Escalating incidents, requests, and problems as necessary per established escalation policies


We are at over 650 affiliated dental offices all focused on a single mission; delivering Smiles For Everyone®. Smiles for patients, providers, employees, community partners. Everyone. Our entire culture is designed to promote relationships by treating people with respect and pursuing excellence that makes it easier to provide great care.

At Smile Brands we believe culture matters. We believe that happier teams lead to happier patients, and we’ve got the happiest team in the dental industry. The organization has twice been recognized on Glassdoor’s Best Places to Work list – in fact, we are the second highest ranked healthcare provider in the U.S.

Smile Brands provides comprehensive business support services through exclusive long term agreements with affiliate dental groups, so dentists can spend more time caring for their patients and less time on the administrative, marketing, and financial aspects of operating a dental practice. The organization was founded in 1998 by a management team that included co-founder and CEO Steve Bilt and CFO Brad Schmidt. Through acquisitions and the opening of new dental offices, Smile Brands has become a dominant player in the dental space with a rapidly growing number of affiliated practices across 30 states.  Smile Brands’ primary equity sponsor is Gryphon Investors, a leading private equity investment firm focused on investing in physician-centric healthcare businesses.

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