Customer Support Representative

4 weeks ago

Sydney, New South Wales, Australia Align Technology Full time
Overview

Customer Support Representative (12-month contract) at Align Technology. This role involves providing support to dentists, orthodontists, and their practice staff. Experience in customer care and support in the healthcare setting or other regulated industry is desirable, but not essential.

Responsibilities
  • Respond to customer enquiries via phone, email, and web chat, promptly, professionally, and with genuine care.
  • Collaborate with internal teams, including Sales, Clinical, Onboarding, and the iTero team as well as external partners to support dentists, orthodontists, and their patients across ANZ.
  • Maintain accurate records of every interaction, ensuring clear documentation and timely follow-ups.
  • Troubleshoot issues from start to finish, working with clinical teams to deliver practical, customer-focused solutions.
  • Identify trends in customer feedback and suggest improvements that enhance the overall experience.
  • Build deep product knowledge of Invisalign and iTero technologies to confidently support customers.
  • Contribute to a positive team culture, always ready to lend a hand and exceed expectations.
What You'll Need
  • At least 3 years' experience in a customer support role, with a strong track record of delivering outstanding service.
  • A warm, empathetic approach, someone who listens well and communicates clearly.
  • Strong organisational and time management skills to stay on top of tasks and priorities.
  • Confidence in both written and verbal communication, with the ability to build rapport and trust.
  • A good level of digital literacy and a willingness to learn new systems and tools. Solid working knowledge of Microsoft Office, especially Teams, Outlook, Excel, PowerPoint, Word, OneDrive, and SharePoint.
Troubleshooting Mindset
  • Identify issues quickly and accurately.
  • Analyse the situation using logic and available information.
  • Develop effective, lasting solutions.
  • Implement fixes with minimal disruption.
  • Follow up to ensure everything's sorted.
  • Document the process for transparency and future reference.
Nice to Have

You'll stand out if you also bring experience using Customer Relationship Management (CRM) systems and a quick ability to pick up new software, especially in-house platforms that support top-tier service.

About Align

Invisalign clear aligners, iTero Intraoral scanners, and OrthoCAD digital services that help dental professionals achieve clinical results and provide cutting-edge options for patients.

Privacy & Equal Opportunity

Applicant Privacy Policy: Review our Applicant Privacy Policy for additional information.

Equal Opportunity Statement: Align Technology is an equal opportunity employer. We are committed to providing equal employment opportunities in all 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.


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