Technical Experience Specialist

1 week ago

Sydney, New South Wales, Australia beBeeTechnical Full time $80,000 - $100,000
Job Overview

This role seamlessly integrates technical and customer support functions, ensuring comprehensive assistance to both internal and external customers.

The ideal candidate will effectively troubleshoot complex technical issues, deliver exceptional customer satisfaction, and actively support cross-functional initiatives.

Key Responsibilities:
  • Troubleshoot remote or on-site issues related to proprietary applications, hardware, and network configurations.
  • Evaluate technical problems, determine solutions, and provide expert assistance.
  • Review spare part requests based on troubleshooting outcomes and adhere to service-level agreements (SLAs).
  • Escalate unresolved technical issues while maintaining timely updates and communication with stakeholders.
  • Monitor and close technical tickets in Salesforce or other ticketing systems.
  • Identify trends in technical requests, research solutions, and share knowledge with peers and management.
  • Document all technical interactions and outcomes in the company's database.
  • Support dentists and specialists to review case details and ensure precision in restorative designs.
Customer Support Responsibilities:
  • Respond promptly and courteously to customer inquiries, requests, and complaints via phone, email, or chat.
  • Assist with onboarding and training customers on iTero products and processes.
  • Collaborate with internal and external teams to support dentists, orthodontists, and other stakeholders.
  • Manage ticket workflows efficiently while adhering to operational metrics and NPS-driven quality programs.
Required Qualifications:
  • Demonstrate strong interpersonal skills to explain technical concepts to non-technical users.
  • Excel in problem-solving, organizational, and prioritization skills.
  • Maintain a professional attitude with a focus on customer satisfaction and quality service.
  • Possess a Degree/Diploma in Engineering, Life Sciences, or related fields.
  • Bring 3-5 years of experience in customer service, technical support, or related fields.

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