Eon Dental
L1 Software Support Agent at Eon Dental in Amman, JO
Job Description
Who are we?
Eon Dental is a high-impact medical devices & tech company growing at neck breaking speed. We are a team of over ~500 colleagues dedicated to making Eon Dental a leading global player in the clear aligner and dental services industry.
Eon Dental aims to deliver value to dentists and orthodontists worldwide by offering a superior quality product, dynamic pricing, treatment schemes as well as after-sales service and assistance.
Software and innovation are involved in all aspects of our product lifecycle; beginning from an engaging experience on the frontend applications that serves customers and dentists to robust backend solutions for process management and automation.
Our excitement about the vision and mission of the company has enabled us to foster a great culture and an exciting work environment that is based on building synergies and our team’s exceptional talent to make our customers’ experience outstanding.
Your Impact
The L1 Software Support Agent role is based in Amman, Jordan and reports to the Delivery Head and will be responsible for serving as the first point of contact for users experiencing issues or seeking assistance with the company’s software platforms. This includes handling routine support requests, performing basic troubleshooting, fulfilling standard service requests, and escalating complex issues to Level 2 (L2) support or Subject Matter Experts (SMEs) as necessary. The role is responsible for providing timely, accurate, and professional support to maintain user satisfaction and operational efficiency.
What You'll Do
Provide first-level support for software issues via phone, email, chat, or ticketing system.
Accurately Log, categorize, and prioritize incoming tickets according to defined SOPs.
Perform initial troubleshooting and resolve common software-related issues
Communicate clearly, professionally, and empathetically with end-users to ensure a positive support experience.
Follow up with users to confirm resolution and ensure overall satisfaction.
Escalate unresolved or complex issues to L2 or relevant technical teams.
Document solutions and contribute to the internal Knowledge Base to support continuous improvement and knowledge sharing.
Create, update, and close support tickets with comprehensive and accurate summaries and resolution notes.
Support post-resolution testing and validation activities where applicable.
Stay informed about product updates, features, and changes to provide accurate and current support.
Participate actively in team meetings, training sessions, and process improvement initiatives.
Share feedback and insights to enhance support processes, tools, and documentation.
Adhere to the quality standards and safety procedures as per the company guidelines and local regulations.
Take appropriate actions in relation to any hazards and work related issues, and escalate as needed, in order to ensure prompt and effective resolution.
Perform other job-related tasks as assigned by the line manager, in order to ensure the fulfillment of organizational objectives.
What To Bring
0–2 years of experience in a technical support or customer service role.
Basic understanding of web and desktop applications.
Excellent communication skills in English and Arabic.
Ability to follow processes and work with ticketing systems.
Shift-based coverage (including weekends or evenings, as required)
Flexibility to adapt to a growing support environment
What We Offer
Great culture and growth opportunity
The chance to personally impact Eon’s customer experience
Push your boundaries working with highly motivated and cross-functional teams
Interested?
Then apply for this position by clicking on the apply button. All applicants must send an updated CV in English.