Informacje o stanowisku

Client: Align Technology

Location: Wrocław

Job Category: Other

EU work permit required: Yes

Job Reference: 2fdf913e3b4e

Job Views: 55

Posted: 23.01.2025

Expiry Date: 09.03.2025

Job Description:

About this opportunity

Your mission is to deliver a premium customer experience during the entire process of processing, delivering iTero Technology and technically supporting the customers. The role of the Technical Support/Onboarding representative is to handle communication, coordination, and overall support for customers who acquired an iTero scanner before the clinical training is completed and to address technical issues.

The Technical and Onboarding support includes educating the customer on timeliness, logistics, office technical requirements, and the scanner installation process. You will be equipped to handle incident requests from internal and external users of our Scanner and CAD/CAM services, responding to customer technical issues related to proprietary hardware, software, and web applications.

The required tasks include, but are not limited to:

1. Remotely troubleshooting customer issues.
2. Working closely with customer service teams.
3. Communicating with customers.
4. Ensuring issues and solutions are documented in the ticket system and database.
5. Providing onsite repair on proprietary hardware if necessary.
6. Acting as the focal point in communication between the customer and leasing company.
7. Guiding customers throughout the leasing process, ensuring financial documents are complete and accurate.
8. Managing and monitoring customer accounts.
9. Reviewing shipments in the region and ensuring they are scheduled, handled, and shipped as per regulations.
10. Ensuring timely resolution to customer contact issues whether via e-mail, tickets, inbound or outbound calls.
11. Updating and completing tasks assigned by supervisors or managers.
12. Coordinating shipment of equipment and ensuring effective fulfillment of objectives and deadlines.
13. Assisting internal customers with necessary documentation (e.g., pro-forma invoice, RA, documentation).
14. Contributing to and maintaining the shared team knowledge base and procedures.
15. Initiating the Return Material Authorization (RMA) process.
16. Conducting admin-related tasks whenever necessary.
17. Performing other duties as assigned.

In this role, you’ll need:

1. Bachelor level preferred +4 years of experience in a similar role for a fast-growing international company.
2. Experience working with medical or other equipment preferred.
3. Excellent written and verbal communication skills in English and the local language; any additional language is a plus.
4. Experience working with import and export regulations preferred.
5. Experience with Salesforce.com and/or SAP is considered a plus.
6. A good understanding of and ability to troubleshoot MS Windows Operating Systems; knowledge of Apple Macintosh is a plus.
7. A good understanding of networking concepts and the ability to troubleshoot different web browsers.

Wrocław - Oferty pracy w okolicznych lokalizacjach