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Technical Support Representative
il y a 3 semaines
Department:
Customer Support
Location:
EMEA-France
Description
This role is ideal for technically savvy professionals with strong problem-solving skills and a customer-focused mindset. As a
Technical Support Representative
, you will be the first line of support for dental professionals using our iTero products. You'll handle technical inquiries, resolve software and hardware issues, and ensure a seamless customer experience through remote support and clear, solution-oriented communication. Your ability to troubleshoot, document accurately, and collaborate across teams will be key to maintaining high service standards.
Role expectations
- based tools, hardware, and connectivity.
- Provide remote desktop support to dental professionals, guiding them through technical issues in a clear and supportive manner.
- Monitor, manage, and close support tickets using 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.
What We're Looking For
- 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
Remote desktop tools
Ability to clearly explain technical issues to non-technical users, with a customer-first mindset.
- Experience using 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.
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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.
