Technical and Customer Experience Specialist

Technical and Customer Experience Specialist (12-month contract)

Department: Customer Support

Employment Type: Fixed Term - Full Time

Location: APAC-Australia

Description

The combined role of iTero Technical Support and Customer Support Representative is designed to provide comprehensive assistance to internal customers (Sales and Marketing teams) and external customers (iTero Scanner users, including doctors and their staff). This dual role involves managing technical issues for the iTero family of products, software, and services while simultaneously handling customer service responsibilities.

The ideal candidate will troubleshoot and resolve technical and non-technical inquiries, ensure exceptional customer satisfaction, and support cross-functional initiatives. Responsibilities range from technical troubleshooting and issue escalation to managing customer queries, processing transactions, and documenting cases thoroughly.

Responsibilities

• Troubleshoot remotely (and on-site, if needed) issues related to proprietary and web-based applications, hardware, and network configurations.
• Evaluate the nature of technical problems, determine appropriate solutions, and provide assistance to resolve issues.
• Review spare part requests based on troubleshooting outcomes and adhere to service-level agreements (SLAs).
• Escalate unresolved technical issues to higher support levels while maintaining updates and communication with stakeholders.
• Monitor, respond to, update, and close technical tickets in Salesforce or other ticketing systems.
• Identify trends in technical requests and issues, research solutions, and share knowledge with peers and management.
• Document all technical interactions and outcomes in the company's database following defined parameters.
• Work closely with dentists and specialists to review case details and ensure precision in restorative designs.
• Communicate effectively to address challenges or adjustments for complex cases.
• Support team members and foster a collaborative work environment.
• Stay updated on new materials, techniques, and advancements in restorative technology.
• Attend training sessions, workshops, and industry events to refine skills and knowledge.
• Propose process improvements to enhance efficiency and output quality.

Customer Support Responsibilities

• Respond promptly and courteously to customer inquiries, requests, and complaints via phone, email, or chat to ensure satisfaction.
• Assist with onboarding and training customers on iTero products and processes.
• Collaborate with internal and external teams to support dentists, orthodontists, and other stakeholders.
• Process and follow up on tasks assigned by supervisors, including complaint resolutions and reassigned cases.
• Manage ticket workflows efficiently while adhering to operational metrics and NPS-driven quality programs.
• Propose and implement process improvements to enhance customer service and satisfaction.
• Adapt to evolving departmental and job responsibilities and provide support across different departments when needed.

Skills, Knowledge & Expertise

Required Qualifications

• Proficient in troubleshooting MS Windows Operating Systems and web browsers (Internet Explorer, Chrome, Safari).
• Basic understanding of networking concepts, server architecture, and antivirus software.
• Experience with Salesforce, SAP, and ticket tracking systems like JIRA.
• Intermediate proficiency in MS Word, Excel, PowerPoint, and CRM systems.

Non-Technical Skills

• Strong interpersonal skills and ability to explain technical concepts to non-technical users.
• Excellent problem-solving, organizational, and prioritization skills.
• Professional attitude with a focus on customer satisfaction and quality service.
• Ability to work independently and adapt to a fast-paced, dynamic environment.

Education and Experience

• Degree/Diploma in Engineering, Life Sciences, or related fields.
• 3-5 years of experience in customer service, technical support, or related fields.
• Dental industry experience is an advantage.

Key Attributes

• Dynamic, optimistic, and results-oriented.
• Exceptional attention to detail and organizational skills.
• Ability to work without constant supervision and manage ambiguity.
• Collaborative mindset with strong relationship-building skills.
• Willingness to work outside of core business hours when needed (with WFH options available).

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