Senior Technical Support Representative

il y a 2 jours

Paris, France Align Technology Temps plein

Technical Support Representative – Align Technology Join us to support dental professionals using our iTero products. This role is ideal for technical experts with strong problem‑solving skills and a customer‑focused mindset. Responsibilities Provide remote desktop support to dental professionals, guiding them through technical issues. Monitor, manage, and close support tickets using Salesforce.com and internal systems, ensuring adherence to SLA response and resolution times. Respond to inquiries via phone, email, and team inboxes, maintaining a professional and proactive communication style. Escalate complex or unresolved issues to higher‑tier support teams or management as needed. Maintain and contribute to internal knowledge bases, FAQs, and process documentation to support continuous learning and team efficiency. Collaborate with internal departments and distribution partners across Europe and Asia Pacific to resolve customer issues effectively. Support onboarding and training of new Technical Support team members or colleagues from other departments when required. Identify and suggest improvements to tools, processes, or service workflows to enhance the overall customer experience. Qualifications High school diploma required; college degree highly preferred. 1–2 years of experience in technical support, help desk, or customer service—ideally in healthcare, medical devices, or a regulated industry. Strong troubleshooting skills, with working knowledge of Windows OS and browser configurations (e.g., Internet Explorer 8–10, Chrome, Safari), basic networking concepts, and remote desktop tools. Ability to clearly explain technical issues to non‑technical users, with a customer‑first mindset. Experience using Salesforce.com or similar ticketing systems is a strong plus. Proactive, solution‑oriented attitude with a willingness to learn and contribute to team success. Language requirements: Native‑level French and strong verbal and written English communication skills. Availability to work onsite, 5 days per week. 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. Applicant Privacy Policy: Review our Applicant Privacy Policy for additional information. Seniority level: Entry level Employment type: Full‑time Job function: Information Technology | Industries: Medical Equipment Manufacturing Location: EMEA–France (Paris, Île‑de‑France, France) #J-18808-Ljbffr

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