iTero Tech Support Agent
Align Technology
Belen, Costa Rica, CRI
hace 2 días

About this opportunity

Often considered a bag-carrying repair specialist. Performs client-site servicing, repair and / or installation of company product(s).

This job may include any aspect of product field support, including system hardware and software, medical or laboratory devices and equipment, and systems networking.

Provides technical support to customers on operational or maintenance aspects of system equipment. Serves as customer contact on technical and service-related problems.

Diagnoses mechanical, hardware, software and systems failures using established procedures. Determines most cost-effective repair / resolution to minimize customer downtime.

Prepares reports for analysis of product failure trends and service ability issues.

In this role, you will

  • Respond to request, questions and issues received from customers via telephone and / or email regarding technical team scope topics such as but not limitedto scanners hardware / software troubleshooting, parts replacement and general inquiries
  • Ensure timely resolution to customer contact issue whether it is an email, inbound or outbound call
  • Update and complete tasks that assigned by the supervisor or manager, aside from those received via phone or email;such as complaint follow-ups, reassigned calls, etc.
  • Be alert to trends in requests and issues reported by customers. Research information to answer inquiries from customers and share learning with departmental peers and management.
  • Interact with customers and fellow employees in a timely, patient, tactful and professional manner. Handle difficult or sensitive issue following up department guidelines.
  • Work on assignments, special tasks and client escalations requiring considerable judgment and initiative
  • Understand implications of work and make recommendations for solutions
  • Meet departmental standards for personal and team performance metrics including, but not limited to, contact volume handled, turnaround time and quality.

    Due to the sensitivity of this position and for quality purposes, telephone conversations (inbound and outbound) can and will be monitored periodically, by management and the QA department, without notice

  • Build productive internal / external relationships, determines methods and procedures on new assignments, act as internal leader and for our team members
  • In this role, you’ll need

  • A High School Degree. Technical Degree is a plus
  • Schedule flexibility
  • Work on assignments requiring considerable judgment and initiative
  • User proper documentation platforms for every single interaction
  • Demonstrated will and desire to work under pressure to reach group goals
  • PA average score of 4 or above
  • Handle all types of cases related to Itero scanner
  • Demonstrated will and desire to work under pressure to reach group goals
  • Show initiative and a proactive attitude on a day to day basis and in presence or any foreseen and unforeseen event
  • 0-2 years of related experience
  • Proficiency in English C1 (verbal & written)
  • At least 12 months in your current role
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