Customer Support Representative

**Join a team that is changing millions of lives.** Transforming smiles, changing lives. At Align Technology, we believe a great smile can transform a person’s life, so we create technology that gives people the confidence to take on whatever’s 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’s possible. Ready to join us? **About this opportunity** The Role of Customer Support Representative, iTero involves providing support to dentists, orthodontists, and their practice staff. Experience in customer service in healthcare or other regulated industry is highly desired. **In this role, you will** - ** Must be able to work outside of core business hours. 8:00am - 6:00pm (WFH Available on those days)**: - Must be courteous with strong customer service orientation - Collaborate with internal and external teams to support consumers and customers (dentists, orthodontists and practice staff). - Experience working in ticket tracking systems (Salesforce Service Cloud, JIRA, or similar) - Troubleshoot issues end-to-end—working with the customer to resolve situations - Recommend ways to better support consumers, dentists and orthodontists - Be alert to trends in requests and issues reported by customers - Participate in efficient daily workflow processes using operational metrics to gauge performance and ensure timely service - Participate in a quality program to certify that a high level of accuracy and customer support are consistently being delivered, utilizing NPS as the primary driving metric - Adapt to changing departmental or job responsibilities - May be required to support other queues across different departments. - Interact with customers and fellow employees in a timely, patient, tactful and professional manner - Handle difficult or sensitive issues following department guidelines - Propose ideas for procedures and processes to improve service and customer satisfaction, and overall department improvements - Comply with all safety policies, practices, and procedures **In this role, you’ll need ** EDUCATION and/or EXPERIENCE - At least 3-5 years proven customer service representative or related experience preferred - Experience working with Salesforce & SAP highly preferred - Dental industry experience is an advantage. - Strong written and verbal communication skills - Strong interpersonal and customer service skills - Strong relationship building skills - Exceptional detail orientation and organization skills - Strong time management skills - Ability to grasp and retain processes - Ability to adapt and effectively function in a constantly changing environment - Professional attitude, enthusiastic, and reliable COMPUTER SKILLS - Intermediate computer knowledge: MS Word, Excel, PowerPoint & CRM - Salesforce & SAP highly preferred - OTHER SKILLS AND ATTRIBUTES_ - Independent - Able to work autonomously **Sound like a good fit?** Great Click the "Apply" link to let us know you are interested. Not the right fit? Don’t 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 Align** Align 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’s 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 - these are just some of the things employees say make Align Technology a great place to work. We respect your privacy. Please review our **Applicant Privacy Policies** ***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 uniqu