Overview
Sr. Technical Support and Onboarding Representative Jobs in Wrocław, Dolnośląskie, Poland at Align Technology
Title: Sr. Technical Support and Onboarding Representative
Company: Align Technology
Location: Wrocław, Dolnośląskie, Poland
Department: Sales
Location: EMEA-Poland
Description
Your mission is to deliver premium customer experience during the entire process of processing, delivering iTero Technology and technically support the customers.
The Role of the Senior Technical Support and Onboarding Representative is to be in charge of handling the communication, coordination and overall support for customers that acquired an iTero scanner before and after the clinical training is completed and to take care of the Technical issues. The Technical and the Onboarding support includes, educating the customer on the timeliness, logistics, office technical requirements and scanner installation process. Due to the nature of the support, they should be equipped to handle incident requests coming 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, remotely troubleshooting customer issues, working closely with customer service teams, communicating with customers, ensuring issues and solutions documented in the ticket system and database.
This is an on-site position located at our Wrocław office in the Psie Pole district.
In this role you will…
- Perform all responsibilities of Technical Support and Onboarding Representative, such as:
- Work with customer via ticket, phone or e-mail about new scanner installation/registration or technical issue, SW upgrades, basic networking, scanning assistance, parts and scanner delivery status information, basic clinical questions related to software inquiry / navigation assistance, strong software or hardware failure identification, call back requests and others.
- Ability to communicate technical issues in an easily understood manner.
- Provide remote repair on proprietary hardware.
- Focal point in communication between the customer and leasing company. Guide customer throughout the leasing process, making sure that financial documents are complete and accurate.
- Manage and monitor customer accounts
- Review shipments in the region and ensure they are being scheduled, handled, and shipped as per the regulation
- Ensure timely resolution to customer contact issue whether it is an e-mail, tickets, inbound or outbound call.
- Update and complete tasks that have been assign by the supervisors or managers, aside from those received via phone or email; such as complaint follow-ups, reassigned calls, etc.
- Coordinate shipment of equipment and ensure the effective fulfillment of objectives and deadlines assigned to the group.
- Assisting internal customers with necessary documentation (e.g. pro-forma invoice, RA, documentation).
- Contribute to and maintenance of the shared team knowledge base and procedures
- Coordinate shipment of equipment and ensure the effective fulfillment of objectives and deadlines assigned to the group.
- Initiate the Return Material Authorization (RMA) process
- Conduct Admin related tasks whenever necessary
- The additional role of a Senior Technical Support and Onboarding Representative is but not limited to:
- Act as a Subject Matter Expert for Technical Support Representatives and other internal and external customers.
- Makes recommendations for new processes and procedures.
- Consistently works on complex assignments that requires independent action and a high degree of initiative to resolve issues
- Approve in SFDC parts and replacements
- Coordinating resolution between Tiers
- Active participation in projects related to Tech-Support and Onboarding.
- Handling escalations from customers in EEMEA region related to onboarding and technical support.
In this role you will need…
- Bachelor level preferred
- 2 – 5 years’ of experience in a similar role for a fast growing international company. Experience working with medical or other equipment preferred
- Excellent written and verbal communication skills in English and local language. Any other additional language is a plus
- Experience working with import and export regulations preferred.
- Experience with Salesforce.com, TeamViewer, SAP would be considered as a plus.
- A good understanding of and ability to troubleshoot MS Windows Operating Systems. Knowledge of Apple Macintosh is a plus
- A good understanding of networking concepts and ability to troubleshoot different web browsers.
- 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
Job Benefits
- Private healthcare Luxmed,
- Multisport card,
- Private insurance,
- Meal vouchers,
- Co-financing of company products,
- Employee Support Program.
Additionally, the position is eligible for a performance bonus.
The final offer is determined based on the scope of the role, level of responsibility, experience, education, completed training, and key competencies of the candidate.
Align Technology, in addition to statutory benefits, provides a comprehensive set of perks designed to support employee comfort and professional development. Available benefits include, among others: private medical care through Luxmed, a Multisport card, private life insurance, a social fund, meal subsidies, and discounts on company products. The range of additional benefits may vary depending on the position level, nature of work, and work location.
Information regarding compensation policies and salary ranges for this position can be found in the Compensation Policy available under the Corporate Disclaimers section of our careers site: https://jobs.aligntech.com/corporate-disclaimers
We encourage all candidates to review this document before moving forward in the recruitment process.
Zachęcamy do zapoznania się z naszą Procedurą Sygnalistów. Szczegółowe informacje znajdziesz, klikając w poniższy link:
Align Technology (Poland).pdf
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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.
