Technical Support Agent (L2)
ALIGN TECHNOLOGY, INC
Belen, Heredia
hace 4 días

Description

MAIN RESPONSIBILITIES / DUTIES

  • Respond to customer contacts received via ticket, phone or e-mail about new scanner installation / registration, SW upgrades, networking, Scanning Assistance, parts and scanner delivery status information, basic clinical questions software inquiry / navigation assistance, software or hardware failure, call back requests and others.
  • Respond to case status information, technical questions and issues received from customers via phone or e-mail; regarding : software inquiry, application failure, requesting call back for assistance etc.
  • Ensure timely resolution to customer contact issue whether it is an e-mail, inbound or outbound call.
  • Update and complete tasks that have been assigned by the supervisors or managers, 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.
  • Possess comprehensive knowledge of company procedures and product information / materials.
  • Interact with customers and fellow employees in a timely, patient, tactful and professional manner. Handle difficult or sensitive issues following department guidelines.
  • 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 Quality Assurance agents, without notice.

    Other forms of communication used to provide support or perform the assigned duties can also be monitored periodically, for quality purposes.

  • Accurately and thoroughly document information in the company’s database(s) about each contact handled (email, inbound and outbound calls), following defined parameters.
  • Generate the appropriate task, assignment; follow up, note or resolution for each contact.

  • Update and inform about incorrect or outdated customer’s and patient’s information, found on any of the customer databases.
  • Competent in the use of the customer support phone and data systems and the corporate web site
  • Propose ideas for procedures and processes to promote improved service and customer satisfaction, and overall department improvements.
  • Participate in special projects and / or training when requested.
  • Make proper use of company resources.
  • Ensures the effective fulfillment of objectives and deadlines assigned to the group.
  • Comply with all safety policies, practices and procedures. Report all unsafe activities to supervisor and / or Human Resources.
  • Participate in proactive team efforts to achieve departmental and company goals.
  • Perform other duties as assigned.
  • REQUIREMENTS / QUALIFICATIONS

    ACADEMIC BACKGROUND

  • High school diploma is required. BA / BS degree or its equivalence in experience is a plus.
  • REQUIRED EXPERIENCE

  • Related experience and / or training; or equivalent combination of education and experience in technical support contact centers is preferred.
  • Desired at least 1 year of experience working on technical support environments providing support on networking, operating systems, SW and HW, database and advanced troubleshooting techniques

  • Knowledge or experience in dental and orthodontic treatments is a plus, but it is not required.
  • LANGUAGES

    Must be highly fluent in English, excellent verbal and written English communication skills. Overall excellent communication skills are required.

    Fluent English required (reading, writing, and conversation).

    SKILLS / COMPETENCIES

  • Must have good interpersonal skills and the ability to work cross-functionally.
  • Ability to focus attention to detail.
  • Ability to consistently follow through with projects to completion.
  • Ability to perform in a fast-paced, highly customized manufacturing environment.
  • Strong interpersonal, problem solving, organizational and prioritization skills are essential. Must be self-motivated and initiating.
  • Familiarity with Windows environment. Ability to learn software applications quickly. Experience with computer applications such as word processing, spreadsheet, and database programs.
  • Advanced typing skills.
  • SPECIFIC CERTIFICATIONS / SPECIALTIES / COURSEWORK

  • Contact center, Networking, desktop / laptop support, data base and server support certifications are a plus.
  • SUPERVISORY RESPONSIBILITIES

    WORK ENVIRONMENT DEMANDS

    No special requirements. While performing the duties of this job, the employee is regularly required to sit and talk or hear.

    Extensive use of computer keyboard and mouse will be required. The employee is occasionally required to stand, walk, and reach with hands and arms.

    The noise level in the work environment is usually moderate.

    We are an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.

    We also respect your privacy. Our Applicant Privacy Policies can be found here : http : / / jobs.jobvite.com / align-tech /

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