Customer Support Representative

3 days ago

Australia Align Technology, Inc. Full time

Overview
Customer Support Representative (12-month contract)
Department:
Operations
Employment Type:
Fixed Term - Full Time
Location:
APAC-Australia
Description
Join a team that is changing millions of lives. Transforming smiles. Transforming lives. Transforming an industry. 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 revolutionised the orthodontic industry with the introduction of the Invisalign system, and we have never lost sight of that spirit of innovation. Our teams are constantly pushing the boundaries of what's possible.
Ready to join us?
About this opportunity
This position 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 highly 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.
Qualifications
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.
Practical troubleshooting mindset:
Identify issues quickly and accurately, analyse the situation using logic and available information, develop effective solutions, implement fixes with minimal disruption, follow up to ensure everything's sorted, and document the process for transparency and future reference.
Preferred
Experience using Customer Relationship Management (CRM) systems.
The ability to quickly pick up new software, especially our in-house platforms that help us deliver top-tier service to our customers.
Next steps
Sound like a good fit? Click the Apply link to indicate your interest. If not the right fit, consider sharing this opportunity with others in your network.
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