8 jobs in ECLARO

Customer Experience Specialist (Project-Based)

About ECLARO

ECLARO is an award-winning global professional services firm providing strategic staffing, outsourcing, and technology-driven business solutions across the U.S., Canada, UK, Ireland, Australia, and the Philippines.

About the Role

We are looking for experienced Customer Experience Specialists to support U.S.-based dental clinics using advanced dental scanning hardware and software.

In this role, you will provide chat, phone, and email support, troubleshoot technical and workflow-related issues, and help clinicians resolve concerns in real time—often during active patient appointments. This position is ideal for candidates with strong technical troubleshooting skills, healthcare or dental support experience, and excellent communication abilities.

This opportunity is for local employment only.

Key Responsibilities

• Provide live chat, phone, and email support to dental practices
• Troubleshoot hardware, software, connectivity, and workflow issues
• Guide users through technical solutions clearly and professionally
• Accurately document cases and resolutions
• Escalate complex concerns to internal support teams when needed
• Continuously learn new tools, systems, and workflows

Qualifications

• 5+ years of experience in specialized BPO, healthcare VA, technical support, or customer support
• Strong troubleshooting experience with hardware/software issues
• Experience supporting healthcare, dental, or medical-related accounts
• Excellent written and verbal English communication skills
• Ability to manage multiple support channels while maintaining accuracy and customer satisfaction

Preferred Qualifications

• Experience with dental technologies such as 3Shape, intraoral scanners, or CAD/CAM software
• Background in dental clinics, medical devices, or clinical workflows
• Basic knowledge of device setup, connectivity, and network troubleshooting

If you are customer-focused, technically skilled, and thrive in fast-paced healthcare support environments, we’d love to hear from you.

Live Scan Review Specialist (Dental Technology)

Join a Global Leader in Digital Dentistry!

Are you passionate about digital dentistry and helping clinicians deliver exceptional patient outcomes?

We're looking for experienced Live Scan Review Specialists to join a fast-growing global dental technology company that's transforming the future of restorative dentistry through cutting-edge digital workflows.

In this role, you'll become a trusted clinical expert, reviewing digital intraoral scans in real time, guiding dental professionals on best practices, and helping ensure every case meets the highest quality standards. If you enjoy combining your dental expertise with technology, problem-solving, and customer interaction, this is the perfect opportunity for you.

What You'll Do

As a Live Scan Review Specialist, you'll play a critical role in helping dental practices achieve accurate, high-quality digital impressions by:

• Reviewing live and submitted intraoral scans using advanced digital dentistry software.
• Providing real-time guidance and coaching to dental offices on proper scanning techniques and best practices.
• Identifying clinical and technical issues such as:
• Inadequate margins
• Tissue over margin
• Bite alignment issues
• Other scan quality concerns
• Delivering professional support through live chat and voice communication.
• Managing multiple customer interactions while maintaining exceptional service quality.
• Documenting scan findings and recommendations accurately within internal systems.
• Prioritizing cases to meet production timelines and Service Level Agreements (SLAs).
• Tracking recurring scan issues to help practices continuously improve their digital workflows.
• Staying up to date with evolving technologies, SOPs, and digital dentistry innovations.

What We're Looking For

We're seeking dental professionals who have a strong clinical foundation and enjoy working with modern digital technology.

Required Qualifications

• At least 2 years of experience as a:
• Dental Laboratory Technician
• Dental Assistant
• CAD/CAM Designer
• or a similar dental role
• Strong understanding of:
• Dental anatomy
• Occlusion
• Tooth morphology
• Margin identification
• Bite alignment
• Hands-on experience with 3Shape Design and intraoral scanners (4+ years preferred).
• Excellent written and verbal English communication skills.
• Customer service experience with the ability to educate, coach, and de-escalate customer concerns professionally.
• Strong analytical and troubleshooting skills.
• Comfortable working in a fast-paced, technology-driven environment.
• Ability to multitask while maintaining attention to detail.
• Quick learner who enjoys adopting new tools and technologies.

Preferred Qualifications

• Experience in both dental laboratory and chairside environments.
• Implant dentistry experience.
• Experience supporting customers in a clinical or technical setting.

Why You'll Love This Role

Be part of an innovative company that's shaping the future of digital dentistry.

Work with advanced digital scanning technologies and CAD/CAM workflows.

Use your dental expertise to directly improve patient outcomes worldwide.

Collaborate with dental professionals across the globe.

Join a fast-paced, supportive environment where continuous learning and professional growth are encouraged.

Who You'll Thrive As

This role is ideal for someone who is:

• Passionate about digital dentistry
• Detail-oriented and quality-driven
• A confident communicator and educator
• Calm under pressure
• Customer-focused
• Tech-savvy and eager to learn
• Able to work independently while collaborating with a global team

Education

• Bachelor's degree or college undergraduate with relevant dental experience.

If you're excited about combining your dental expertise with innovative technology while helping clinicians deliver outstanding patient care, we'd love to hear from you!

Role Responsibilities

• First and second line support for any issues relating to the Market Administrators trading platform. Hands-on incident and problem management, ownership of internal and client-facing trade issues. This includes trade investigate, resolution, escalation, communication, follow-up, logging and trending (Identify, diagnose and resolve).
• Responsible for the ongoing maintenance of the platform's data accuracy including updates when required and pro-active monitoring.
• Issue logging and tracking of requests via service management tool (ServiceNow).
• Ensure logging of all incidents into ServiceNow for compliance and management review
• Monitor support chats and respond and investigate user queries and issues in a timely manner.
• Investigate system logs and outputs to analyze any user or trade flow issues either within the front office systems or between the front and trade processing systems.
• Work with the product management team in raising workflow and system improvements.
• Expectation of the desire to learn and understand brokered products relating to the Market Administrator's trading application.
• Coordinate any internal training requirements relating to the Market Administrator's trading platform.
• Support and testing of all new software releases before roll out.
• Out of hours cover may also be required to accommodate any upgrade and release testing. This may also include bank holiday desk coverage.
• Maintain up-to-date team technical documentation, team procedures and processes.
• Cross-train other team members of your championed system.

Person Specification

Knowledge

• Financial Services preferably

Experience

• Reasonable experience
• Operational support experience

Skills

• IT literate,
• Basic network tracing.
• Familiarity with system log and xml analysis
• System administration,
• Data processing,
• MS Office conversant,
• Good attention to detail,
• Familiarity with financial markets
• Confidence to liaise with internal and external customers,
• Good communicator.
• A good balance of technical and social skills.

Client Focused

• Personable and engaging
• Communicates effectively and efficiently to internal and external stakeholders
• Build relationships and networks with both internally and externally wherever possible
• Demonstrates strong customer focus
• Demonstrates ability to work effectively with others
• Constructively handles disagreements to reach a resolution
• Ability to work with diverse groups/ personalities

Dynamic & Competitive

• Demonstrates high levels of energy in seeking out and achieving new goals
• Goes that "extra mile”
• Is a self-starter
• Shows evidence of being comfortable working in fast paced or pressured environments
• Enjoys a challenge and is able to escalate
• Does not give up easily

Open & Communicative

• Adapts communication style to suit audience
• Projects personal credibility
• Interacts confidently without being overbearing
• Ability to work effectively in a high-pressure environment
• Keeps emotions under control in difficult situations
• Handles criticism constructively

Professional Integrity

• Able to demonstrate honesty, integrity and professionalism
• Promotes loyalty to TP ICAP and its principles
• Works ethically and shows respect for both professional and company values

Effective

• Excellent attention to detail, highly organized with a proactive approach • Strong analytical ability and problem-solving skills

About the Role:

We are seeking a skilled Customer Experience Specialists to support dental offices and clinicians using dental scanning hardware and software. You'll manage live chat inquiries, troubleshoot technical issues, and deliver an exceptional support experience—often during urgent, patient-facing moments in the dental practice.

This role is ideal for professionals with strong written English, technical troubleshooting experience, and a service mindset suited for healthcare or clinical support environments.

Key Responsibilities

• Provide calls and live chat support to U.S.-based dental practices using scanners and software

• Troubleshoot and resolve issues related to hardware, software, and device setup as well as clinical workflows.

• Guide users step-by-step through technical fixes with clear and concise written English

• Prioritize speed and accuracy when patient care is involved

• Maintain accurate documentation in support systems and tools

• Escalate complex cases to internal teams (tech support, operations, product) when needed

• Continuously learn new workflows, tools, and support practices

Qualifications:

• 5+ years in specialized BPO or Healthcare Virtual Assistance.

• Clinical or Dental Foundation: Direct experience with dental clinics, medical devices, or patient treatment plans.

• Advanced Technical Support: Proven ability to troubleshoot software/hardware beyond basic navigation.

• Multi-Channel Experience: Seamlessly managing Phone, Chat, and Email while maintaining high accuracy. Previous experience in a customer-facing lab role is preferred.

Preferred but Not Required

• Exposure to dental platforms such as 3Shape, intraoral scanners, or CAD/CAM software

• Experience in healthcare, dentistry, or medical device support

• Understanding of device setup, connectivity, and basic network troubleshooting

1. QUALIFICATION STANDARDS
2. Educational Attainment: Bachelor's degree or college undergraduate with relevant experience
3. Certification/Training : n/a
4. Work Experience: 5+ years in specialized BPO or Healthcare Virtual Assistance
5. Competencies and Skills: Advanced Technical Support/Clinical or Dental Foundation

Job description:

The Analyst – Record to Report is responsible for performing accounting and reporting activities within the Record to Report cycle, ensuring all tasks are completed accurately, on time, and in compliance with accounting policies and standards. The role supports Subject Matter Expert and Team Leader in meeting month-end close deadlines, preparing reconciliations, and maintaining high data integrity in the general ledger.

Key Responsibilities

The role will continue to expand, with responsibilities covering people, partnership, and operational excellence. Core duties include:

People

• Take ownership of assigned deliverables and contribute to overall team objectives.
• Demonstrate accountability and commitment to delivering high-quality outputs.
• Engage in training and development activities to strengthen technical skills.

Partnership

• Collaborate with cross-functional finance teams to ensure transaction accuracy.
• Assist in responding to audit queries under the guidance of Subject Matter Experts.

Operational

• Post journal entries and accruals in line with policies and accounting standards.
• Perform general ledger and balance sheet reconciliations.
• Support month-end, quarter-end, and year-end closing activities.
• Investigate variances and resolve discrepancies.
• Ensure compliance with IFRS/GAAP and internal company policies.

Other Responsibilities

• Provide accurate documentation and schedules to support audit requirements.
• Contribute to process improvement and standardization initiatives.
• Maintain complete and accurate financial records.

Skills and Experience

• 1–3 years’ experience in Record to Report or General Ledger
• Strong technical accounting knowledge (IFRS and local GAAP), with experience in month-end close activities.
• Proficiency in Excel (pivot tables, lookups); familiarity with Power BI or other reporting tools is an advantage.
• Experience using ERP systems (SAP preferred).
• Strong analytical, problem-solving, and decision-making skills.

Key Responsibilities

AI Transformation & Automation (Core Mandate)

• Champion the AI transformation of the infrastructure and network security function with a clear mandate: identify, build, and deploy AI agents that eliminate manual toil and scale team productivity by 10x
• Inventory every manual and repetitive workflow across the platform portfolio—vulnerability triage, scan scheduling, PAM access reviews, asset reconciliation, segmentation policy recommendations, compliance evidence gathering, executive reporting—and build an AI automation roadmap to systematically replace them
• Build and maintain AI agents that perform work traditionally done by analysts: triaging vulnerability findings with risk-based prioritization, generating microsegmentation policy recommendations based on traffic analysis, automating privileged access certifications, and producing cyber hygiene dashboards and reports
• Design AI agent architectures that integrate with the team's platform portfolio (Qualys, Guardicore, Axonius, PAM, Cisco Secure Access) to ingest data, reason over findings, and take or recommend actions
• Transform the team's operating model from manual operators to AI engineers—team members should spend the majority of their time building, tuning, and supervising AI agents rather than performing repetitive tasks
• Establish quality gates, validation workflows, and human-in-the-loop checkpoints to ensure AI agent outputs meet accuracy and compliance standards before action is taken
• Measure and report on AI transformation progress: percentage of workflows automated, time saved per workflow, agent accuracy rates, and overall team productivity multiplier

Hands-On Technical Execution & Engineering

• Own and operate the team's security platform portfolio: micro segmentation (Guardicore), ZTNA/SASE (Cisco Secure Access), vulnerability management (Qualys VMDR), privileged access management (PAM), asset intelligence (Axonius), email security, and database security platforms
• Architect and implement network security solutions including segmentation strategies, ZTNA policies, secure access configurations, and least-privilege network controls
• Drive the cyber hygiene program including vulnerability scanning, patch validation, configuration compliance, and asset inventory accuracy—increasingly through AI agents rather than manual processes
• Manage and optimize micro segmentation policies to enforce least-privilege network access across production and corporate environments
• Design and maintain PAM architectures including vault configuration, session recording, credential rotation, and privileged account lifecycle management
• Leverage Axonius to maintain comprehensive asset visibility, identify coverage gaps across security tooling, and drive cyber hygiene accountability
• Troubleshoot complex technical issues across the platform portfolio and drive vendor escalations to resolution

Team Leadership & Development

• Build and lead a high-performing infrastructure and network security team
• Develop team capability through pairing on technical work, not just delegating—coach team members while solving problems together
• Drive the team's evolution from platform operators to AI-augmented security engineers who build and maintain the agents that do the operational heavy lifting
• Know when to roll up your sleeves and execute directly versus when to invest time developing someone else's skills
• Establish clear platform ownership and accountability across team members while maintaining technical quality standards
• Drive hiring, onboarding, and performance management—with a strong preference for candidates who can build AI agents and automation, not just operate platforms manually

Strategic Program Execution

• Drive execution of the infrastructure and network security roadmap including platform upgrades, AI agent deployments, capability enhancements, and tool consolidations
• Develop detailed project plans with milestones, dependencies, and resource allocation—proactively, not upon request
• Lead multiple concurrent strategic initiatives (e.g., micro segmentation expansion, PAM maturity, Qualys coverage optimization, ZTNA migration, AI agent rollout) while maintaining velocity and quality
• Remove blockers and drive decisions quickly to maintain momentum
• Partner with IT, DevOps, and application teams to ensure security is embedded into infrastructure design and change management processes

Cyber Hygiene & Asset Management

• Own the enterprise cyber hygiene program: vulnerability management lifecycle, patch compliance tracking, configuration drift detection, and security baseline enforcement—with AI agents handling the bulk of triage, prioritization, and reporting
• Drive accountability for remediation SLAs across technology teams using data from Qualys and Axonius, with AI-generated escalation recommendations and trend analysis
• Maintain authoritative asset inventory through Axonius, ensuring coverage and accuracy across endpoints, servers, cloud workloads, and network devices
• Produce executive-level reporting on cyber hygiene posture, vulnerability aging, and remediation trends—increasingly auto-generated by AI agents with human review
• Support audit and compliance activities related to infrastructure and network security controls (FFIEC, PCI DSS, GLBA)

Required Qualifications

Technical Knowledge

• Deep expertise in network security architecture including micro segmentation, ZTNA/SASE, firewalls, email security, and network access control
• Strong hands-on experience with vulnerability management platforms (Qualys or equivalent) including scan configuration, asset grouping, reporting, and remediation workflows
• Experience with privileged access management solutions (CyberArk, BeyondTrust, Delinea, or equivalent) including vault architecture, session management, and credential rotation
• Familiarity with asset intelligence and cyber asset management platforms (Axonius or equivalent) for coverage gap analysis and security hygiene enforcement
• Working knowledge of database security platforms and controls including activity monitoring, access controls, and encryption
• Strong working knowledge of enterprise networking (routing, switching, VLANs, SD-WAN) and how security integrates at each layer
• Understanding of AI/LLM agent architectures, prompt engineering, and automation orchestration platforms—enough to design, build, or direct the build of AI agents that integrate with security platforms via APIs
• Understanding of banking compliance frameworks (FFIEC, GLBA, PCI DSS) as they relate to network and infrastructure security controls

Required Focus Areas

• AI-Driven Security Operations: Building and deploying AI agents that automate security workflows at scale—vulnerability triage, policy recommendations, access reviews, compliance evidence gathering, and executive reporting. Experience designing agent architectures that integrate with security platforms, establishing validation and human-in-the-loop frameworks, and measuring automation ROI. This is the defining capability of this role.
• Zero Trust & Network Segmentation: Designing and implementing zero trust frameworks including micro segmentation, least-privilege network access, continuous verification, and SASE/ZTNA architectures. Experience translating zero trust principles into practical network policies and enforcement points.
• Vulnerability Management & Cyber Hygiene: Hands-on experience owning enterprise vulnerability management programs end-to-end—scan operations, risk-based prioritization, remediation tracking, SLA enforcement, and executive reporting. Experience driving accountability for cyber hygiene outcomes across technology teams.
• Privileged Access & Database Security: Experience designing and operating PAM solutions including vault architecture, credential management, session recording, and just-in-time access. Familiarity with database security controls including activity monitoring and access governance.

Leadership Competencies

• Ability to switch rapidly between deep technical work, AI agent development, and strategic leadership conversations
• Judgment about when to do the work yourself (speed, complexity, teaching opportunity) versus when to delegate—and increasingly, when to build an AI agent to do it permanently
• Track record of staying technically sharp while managing people and projects
• Bias for action with ability to make decisions quickly and implement them directly when needed
• Comfortable with ambiguity and able to create structure through hands-on execution
• Ability to inspire a team to embrace AI transformation—not as a threat to their roles, but as the path to operating at a level that would otherwise be impossible

Work Environment & Expectations

• This is a demanding hybrid technical leadership role that requires commitment and engagement beyond standard business hours when operational needs arise.
• You will be in the technical weeds—configuring segmentation policies, troubleshooting PAM integrations, building AI agents to automate vulnerability triage, driving remediation—while also building and leading a team. This is not a pure management role.
• AI transformation is not a side initiative—it is a core expectation. You will be measured on your ability to systematically replace manual workflows with AI agents and demonstrate measurable productivity gains across the team.
• The pace of work is fast and the volume is high. You need to move quickly between technical execution, AI agent development, team coaching, vendor escalations, and leadership updates—often on the same day.
• Success requires knowing when to roll up your sleeves and build something yourself, when to invest time developing team capability, and when to build an AI agent so nobody has to do that task again. All three are necessary.

CAT Modeling Data Analyst

Night shift on the 1st month then can be on Mid shift

Hybrid in BGC 4x onsite per week

Position Summary

The Property Underwriting Data Analyst supports the Large Property Team by preparing, validating, and analyzing exposure data for use in industry-standard catastrophe models. This role serves as a critical quality control checkpoint between data intake and final model output delivery to underwriters. The successful candidate will bring intellectual curiosity, excellent attention to detail, and the ability to think critically about property exposures across diverse risk types and geographies.

Key Responsibilities:

Data Quality Control, Exposure Analysis & Validation

• Review cleansed Statement of Values (SOV) and policy detail files for completeness, consistency, and reasonableness prior to modeling.

• Identify and investigate data anomalies, missing fields, and suspect values across COPE attributes, utilizing all available resources, including publicly available information.

• Cross-reference policy data against submission documents to verify accuracy of insured values, location counts, and coverage structures, terms and conditions.

• Flag data quality issues, make changes to post-cleanse SOV, and coordinate with the risk analytics team to resolve/approve discrepancies before final model runs.

• Research publicly available data sources, aerial imagery, and geocoding tools to supplement or validate submitted property information, and coordinate with the data management team or underwriters to resolve discrepancies before final model runs.

Catastrophe Model Execution

• Execute property catastrophe model runs using AIR Touchstone workbook.

• Apply appropriate model settings, resolution levels, and financial perspectives consistent with portfolio standards and submission characteristics.

• Review model output for outliers, unexpected loss patterns, and results that are inconsistent with the risk profile of the submission.

• Perform sensitivity testing and scenario analysis as directed to support underwriting decision-making.

Reporting & Underwriter Support

• Prepare clean, finalized model outputs for delivery to underwriters so that submission is ready for rating, narrative development, etc.

• Document data quality findings, model assumptions, and any adjustments made during the QC process.

• Communicate results clearly and concisely to underwriters, highlighting material data limitations or modeling uncertainties that may affect pricing or terms.

Qualifications:

Experience

• 1–3 years of professional experience with property data and underwriting; prior internship or academic project experience in insurance, reinsurance, or catastrophe risk is a plus.

• Understanding of property insurance concepts, including policy structure, coverage terms, and Statement of Values, is required.

Technical Skills

• Proficiency in Microsoft Excel, including data manipulation, formula-based validation, and pivot table analysis.

• Exposure to catastrophe modeling platforms (AIR, Verisk/ISO) is beneficial but not required; training will be provided.

• Comfort working with large, complex data sets and identifying patterns or inconsistencies.

Core Competencies:

• Exceptional attention to detail with a disciplined approach to data accuracy and quality control.

• Strong analytical and critical thinking skills — able to assess whether a risk profile is internally consistent and plausible.

• Effective written and verbal communication skills, with the ability to translate technical findings for a non-technical audience.

• Self-motivated and organized, with the ability to manage multiple submissions simultaneously under time constraints.

• Collaborative team player who is comfortable asking questions and escalating issues appropriately.