Job Description

:Join a team that is changing millions of lives.Transforming smiles, changing lives.At , we believe a great smile can transform a person\xe2\x80\x99s life, so we create technology that gives people the confidence to take on whatever\xe2\x80\x99s next. We revolutionized the orthodontic industry with the introduction of the Invisalign system, and we have never lost sight of that spirit of innovation. Our diverse and collaborative teams are constantly pushing the boundaries of what\xe2\x80\x99s possible.Ready to join us?About this opportunityThe Role of iTero Technical Support 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. Research, follow-up information with any pertinent department as needed to provide assistance and/or achieve a resolution with to doctor\xe2\x80\x99s 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\xe2\x80\xa6

• 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\xe2\x80\x99s 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.
• Perform other duties as assigned.

In this role, you\xe2\x80\x99ll need \xe2\x80\xa6Technical 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.
• Able to work on some weekends on rotational basis within the team (The week with work on weekends will mean that the 2 rest days of that week will be on weekdays)
• 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.

SKILLS REQUIRED: LANGUAGE SKILLS

• Good working level of English and Mandarin Chinese (speaking, writing and reading) required to serve both English-speaking and Mandarin Chinese-speaking markets and customers
• 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.

Sound like a good fit?Great! Click the "Apply" link to let us know you are interested. Not the right fit? Don\xe2\x80\x99t worry, Align is quickly growing so we are creating more opportunities to expand our Align family. Please consider joining our Talent Network to receive notifications about future jobs or sharing this opportunity with others in your network.About AlignAlign Technology is a publicly traded medical device company that is transforming smiles and changing lives. Our global team of talented employees develop innovative technology, tools and treatment options to help dental professionals worldwide achieve the clinical results they expect. Our digital ecosystem combines the power of technology to create beautiful smiles through the integration of AI and machine learning, digital imaging and visualization, biomechanics and material science to develop the Invisalign system, the most advanced clear aligner system in the world; iTero Intraoral Scanners and OrthoCAD digital services. Did you know? Align is the world\xe2\x80\x99s largest manufacturer of custom 3D-printed materials.By joining Align, you will be part of a global, fast-growing company in one of the most dynamic industries. Great people, innovative technologies, and meaningful work \xe2\x80\x93 these are just some of the things employees say make Align Technology a great place to work.We respect your privacy. Please review our for additional information.Global Diversity Statement: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 will continue building a workforce of diverse cultural backgrounds and life experiences and fostering a culture of open-mindedness and compassion for all our employees. 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.Equal Opportunity StatementIt is our policy to provide equal employment opportunity in all of our employment practices without regard to race, color, religion, sex, national origin, ancestry, marital status, protected veteran status, age, individuals with disabilities, sexual orientation or gender identity or expression or any other legally protected category. Applicants for positions with Align must be legally authorized to work in the country which they are applying for and verification of employment eligibility will be required as a condition of hire.

Align Technology