About this opportunity
The Role of iTero Technical Support Specialist is to provide assistance and resolution to issues encountered by internal customers (fellow Sales and Marketing team members) and external customers (iTero Scanner users from Doctors to their staff) for our family of iTero products, software and services in India as well as in a few other markets in APAC. Research, follow-up information with any pertinent department as needed to provide assistance and/or achieve a resolution with to doctor’s issue(s). The person will handle the transactions during the initial troubleshooting until it gets resolved or if not within their reach they will proceed to escalate (serving as a first level technical support resource). This includes not only the follow up but also updates to all stakeholders.
In this role, you will…
Key responsibilities:
- Troubleshoot remotely and on-site (if needed) issues related to proprietary and web based applications used by customers or hardware related issues. This involves evaluating the nature of the problem, determining the appropriate solution and providing assistance to resolve the situation for the customer.
- Responsible for timely approval of spare part troubleshooting before parts are sourced, within the expected service level.
- Work within specified service level agreements for response and issue closures times
- Monitor, respond, update and close tickets sent to you via SalesForce.com or any other ticketing system in place. Experience using Salesforce.com as a ticket system would be regarded as a significant plus.
- Ensure timely resolution to customer contact issue whether it is an e-mail, inbound or outbound call.
- Update and complete tasks that have been assigned by the supervisors or managers, aside from those received via phone or email; such as complaint follow ups, reassigned calls, etc.
- Be alert to trends in requests and issues reported by customers. Research information to answer inquiries from customers and share learning with departmental peers and management.
- Possess comprehensive knowledge of company procedures and product information/materials.
- Propose ideas for procedures and processes to promote improved service and customer satisfaction, and overall department improvements.
- Participate in special projects and/or training when requested.
- Interact with customers and fellow employees in a timely, patient, tactful and professional manner. Handle difficult or sensitive issues following department guidelines.
- ]Meet departmental standards for personal and team performance metrics including, but not limited to, contact volume handled, turnaround time and quality. Other forms of communication used to provide support or perform the assigned duties can also be monitored periodically, for quality purposes.
- Accurately and thoroughly document information in the company’s database(s) about each contact handled (email, inbound and outbound calls), following defined parameters. Generate the appropriate task, assignment; follow up, note or resolution for each contact.
- Assure and follow up on-time delivery of projects, deadlines or solutions.
- Comply with all safety policies, practices and procedures. Report all unsafe activities to Manager and/or Human Resources.
- Supporting remotely on Go Digital program unit data cleaning and collection.
- Perform other duties as assigned.
- Support the customers over weekends and extended work hours during weekdays.
In this role, you’ll need …
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations can be made to enable individuals with disabilities to perform the essential functions.
Technical Qualifications
The following skills are required:
- Ability to effectively and systematically trouble-shoot and qualify issues.
- Ability to simply and clearly discuss technical issues with non-technical end users including customers.
- A good understanding of and ability to troubleshoot MS Windows Operating Systems.
- Knowledge of Apple is a plus.
- A good understanding of and ability to troubleshoot Internet Browsers and configurations (Internet Explorer 8,9,10 mandatory. Knowledge of Chrome and Safari is a plus)
- A basic understanding of networking concepts.
The following skills would be considered a plus:
A basic knowledge and recent experience with various anti-virus software, personal firewall or a similar anti-virus suite A basic understanding server architecture would be an advantage.
Non-Technical Qualifications
- Must have good interpersonal skills and the ability to work cross-functionally.
- Ability to focus attention to detail.
- Ability to perform in a fast-paced, highly dynamic environment.
- Strong evidence of problem solving, organizational and prioritization skills are essential
- Dynamic, optimistic, accurate, results oriented, hard-working, creative.
- Ability to work without constant supervision.
- Able to flourish in young international company experiencing significant growth (i.e., roll up sleeves approach and able to deal with ambiguity).
Ability to communicate effectively with people in all areas of a company is vital. Willing to reassess and reorganize when traditional solutions are not working. The incumbent should be able to work within a multi-cultural team and have superior interpersonal skills.
EDUCATION and/or EXPERIENCE
- Degree/ Diploma in Engineering / Life Science
- Minimum 3 years software/hardware help desk and/or front line customer service experience.
- Experience working in a team environment and supporting others within a team.
- Experience working and supporting customers abroad (APAC region) is a plus
SKILLS REQUIRED: LANGUAGE SKILLS
- Good working level of English and Hindi, writing and reading required.
- Ability to read and interpret documents such as safety rules, operating and maintenance instructions and procedure manuals in English
- Ability to actively perform both internal and external correspondence.
- Ability to listen and speak effectively in English with APAC and Global support teams.
- Being able to communicate in any additional language is a plus.
Your growth and well-being:
At Align, every smile matters. We’re committed to helping you thrive by supporting the health, growth, and well-being of our team members through a variety of tools and programs. While specific offerings may vary by location and role, Align employees can typically expect:
- Health and well-being programs to keep you thriving in both body and mind.
- Employee-exclusive discounts on Invisalign products.
- Learning opportunities through online learning resources and support for your individual development plans.
- Inclusive, global workplace that fosters collaboration, recognition and belonging.
Country and/or role specific details will be shared with you by your recruiter during the interview process.
Discover Align:
We are a global community of game-changers and smart team players, united by our belief in the power of a smile. Our dynamic team of exceptional employees is dedicated to transforming the industry and creating extraordinary outcomes every day.
Align’s core values of agility, customer, and accountability are more than words to work by, they are words we live by. The actions we take every day speak to who we are as a company and our focus on being truly impactful. We celebrate our differences, and the many ways we support one another— ultimately creating a more inclusive organization and world as we continue transforming smiles and changing lives.
We foster a culture where thinking differently and seeking new experiences are not just encouraged but celebrated. With the Align Mindset, we empower each other, ensuring every voice is heard and valued in an inclusive environment that inspires creativity and collaboration.
At Align, we believe in the power of a smile, and we know that every smile is as unique as our employees. As we grow, we are committed to building a workforce rich in diverse cultural backgrounds and life experiences, fostering a culture of open-mindedness and compassion. We live our company values by promoting healthy people and healthy communities, all with the intent of changing millions of lives, one unique smile at a time.
As part of our commitment to innovation, Align Technology includes exocad and Cubicure, companies that enhance our offerings and extend our impact to industry transformation.
Eager to learn how we embrace our global differences and nurture employee well-being?
Explore Align's culture here!
Want to discover more about exocad and Cubicure? Click on their names for additional information.
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Equal Opportunity Statement:
Align Technology is an equal opportunity employer. We are committed to providing equal employment opportunities in all our practices, without regard to race, color, religion, sex, national origin, ancestry, marital status, protected veteran status, age, disability, sexual orientation, gender identity or expression, or any other legally protected category. Applicants must be legally authorized to work in the country for which they are applying, and employment eligibility will be verified as a condition of hire.
