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Department: Customer Support
Location: EMEA-United Kingdom
Description
Your mission is to deliver premium customer experience during the entire process of processing and delivering iTero Technology.
As an Onboarding Customer Representative you will be in charge of handling the communication, coordination and overall support for customers that acquired an iTero scanner before the clinical training is completed. This support includes, educating the customer on the timeliness, logistics, office technical requirements and scanner installation process. You will handle, change and incident requests coming from internal and external users of our Scanner and CAD/ CAM services.
Key Responsibilities
- Work with customer via ticket, phone or e-mail about new scanner installation/registration, SW upgrades, basic networking, Scanning Assistance, parts and scanner delivery status information, basic clinical questions software inquiry/ navigation assistance, basic software or hardware failure identification, call back requests and others.
- Be the focal point in communication between the customer and leasing company. Guide customer throughout the leasing process, making sure that financial documents are complete and accurate.
- Manage and monitor customer accounts.
- Review shipments in the region and ensure they are being scheduled, handled, and shipped as per the regulation.
- Ensure timely resolution to customer contact issue whether it is an e-mail, inbound or outbound call.
- Update and complete tasks that have been assign by the supervisors or managers, aside from those received via phone or email; such as complaint follow-ups, reassigned calls, etc.
- Coordinate shipment of equipment and ensure the effective fulfillment of objectives and deadlines assigned to the group.
- Assist internal customers with necessary documentation (e.g. pro-forma invoice, RA, documentation).
- Coordinate shipment of equipment and ensure the effective fulfillment of objectives and deadlines assigned to the group.
- Conduct Admin related tasks whenever necessary.
- Perform other duties as assigned.
Skills, Knowledge & Expertise
- 1-3 years front line customer service and/or software-hardware help desk role
- Strong Customer Service and organizational skills
- Experience working in a team environment
- Excellent written and verbal communication skills in English and Spanish.
- Experience with Salesforce.com and/or SAP is consider as a plus.
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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.
