Technical Support Specialist with English

1 tydzień temu

Wrocław, Województwo dolnośląskie, Polska Align Technology Pełny etat

Department:
Customer Support

Location:
EMEA-Poland

Compensation:
zł7,000 / month

Description
The
Associate Customer Care Representative II
should interact with customers, company sales and/or service representatives to provide technical assistance regarding Align products. This role involves handling a variety of technical support tasks related to both pre-sales and post-sales activities. Receive customer requests through phone, email, chat and SMS, validate customer account, support, and document interactions in the CRM database. We should ensure appropriate resolution and/or escalation to the correct team in case needed. Handle requests such as but not limited to troubleshooting technical issues, performing remote diagnostics, and guiding customers through basic problem resolution steps. Managing requests such as product setup, connectivity issues, software updates, system configurations, and equipment replacements. Comply with the established Quality guidelines for the business. Accountable to review and complete all courses required in the Quality Management System (QMS). Adhere to Company Quality Policy. This role will be part of Align Technology goal to deliver the next generation of clear aligners (Invisalign) to our customers. We would love for you to join a fun and cutting-edge technology company that has helped create millions of smiles.

Key Responsibilities

  • Adapt to Customer Advocacy culture and responsibilities defined on the WIs and SOPs.
  • Be responsible to handle all customer interactions with professionalism and within the defined response timeframe.
  • Follow up on their cases until proper resolution.
  • Document all interactions including all details required in the correspondent CRM.
  • Report complaints and product safety.
  • Achieve a consistent performance considering all KPIs requirements.
  • Comply on deadlines on LMS courses.

Skills, Knowledge & Expertise

  • High School Degree. Technical Degree is a plus.
  • 0-2 years of related experience.
  • Proficiency in Portuguese, Spanish and English.
  • knowledge and understanding of CRM as a plus
  • General knowledge in Customer Service.
  • Computer, Basic Connectivity knowledge and troubleshooting, e-mail literacy.
  • Microsoft Office Package knowledge (Power Point, Excel, Word).

Job Benefits

  • Private healthcare Luxmed,
  • Multisport card,
  • Private insurance,
  • Meal vouchers,
  • Co-financing of company products,
  • Employee Support Program.

Zachęcamy do zapoznania się z naszą Procedurą Sygnalistów. Szczegółowe informacje znajdziesz, klikając w poniższy link:
Align Technology

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Applicant Privacy Policy
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Equal Opportunity Statement
Align Technology is an equal opportunity employer. We are committed to providing equal employment opportunities in all our practices, without regard to race, color, religion, sex, national origin, ancestry, marital status, protected veteran status, age, disability, sexual orientation, gender identity or expression, or any other legally protected category. Applicants must be legally authorized to work in the country for which they are applying, and employment eligibility will be verified as a condition of hire.

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