iTero Onboarding & Technical Support Representative

Key Responsibilities

• Work with customers via tickets, phone or e-mail about new scanner installation/registration or technical issue, SW upgrades, basic networking, Scanning Assistance, parts and scanner delivery status information, basic clinical questions related to software inquiry / navigation assistance, strong software or hardware failure identification, call back requests and others.
• Ability to communicate technical issues in an easily understood manner.
• Provide remote hardware repairs on site. Act as a point of contact between the client and the leasing company. Guide the client through the entire leasing process, ensuring that financial documents are complete and accurate. 
• Manage and monitor customer accounts.
• Review shipments in the region and ensure they are scheduled, handled, and dispatched in accordance with regulations.
• Ensure timely resolution to customer contact issue whether it is an e-mail, tickets, 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 fulfilment of objectives and deadlines assigned to the group.
• Assisting internal customers with necessary documentation (e.g. pro-forma invoice, RA, documentation).
• Contribute to and maintenance of the shared team knowledge base and procedures.
• Coordinate shipment of equipment and ensure the effective fulfilment of objectives and deadlines assigned to the group.
• Initiate the Return Material Authorization (RMA) process.
• Conduct Admin related tasks whenever necessary.
• Perform other duties as assigned.

Skills, Knowledge & Expertise

• Minimum of bachelor’s degree preferred.

• 2-4 years of experience in a similar role for a fast-growing international company. Experience working with medical or other equipment preferred
• Excellent written and verbal communication skills in English and French language. Any other additional language is a plus.
• Experience working with import and export regulations is preferred.
• Experience with Salesforce.com and/or SAP would be considered as a plus.
• A good understanding of and ability to troubleshoot MS Windows Operating Systems. Knowledge of Apple Macintosh is a plus
• A good understanding of networking concepts and ability to troubleshoot different web browsers.

• Customer focused.
• Highly effective communicator.
• Strong oral and written communication skills (presentations and correspondence, influencing skills). 
• Efficient at managing competing demands including prioritization, responsiveness and keeping others informed. 
• Effective stakeholder management skills – internal and external.
• Solid problem-solving ability and ability to manage details. 
• High sense of accountability for one’s tasks and can-do attitude. 
• Appropriate sense of urgency. 
• Team player. 
• Analytical, strategic, and business acumen.
  

About
Your growth and well-being:At Align, every smile matters. We’re committed to helping you thrive by supporting the health, growth, and well-being of our team members through a variety of tools and programs. While specific offerings may vary by location and role, Align employees can typically expect:Health and well-being programs to keep you thriving in both body and mind.Employee-exclusive discounts on Invisalign products.Learning opportunities through online learning resources and support for your individual development plans.Inclusive, global workplace that fosters collaboration, recognition and belonging.Country and/or role specific details will be shared with you by your recruiter during the interview process. Discover Align:We are a global community of game-changers and smart team players, united by our belief in the power of a smile. Our dynamic team of exceptional employees is dedicated to transforming the industry and creating extraordinary outcomes every day.Align’s core values of agility, customer, and accountability are more than words to work by, they are words we live by. The actions we take every day speak to who we are as a company and our focus on being truly impactful. We celebrate our differences, and the many ways we support one another— ultimately creating a more inclusive organization and world as we continue transforming smiles and changing lives.We foster a culture where thinking differently and seeking new experiences are not just encouraged but celebrated. With the Align Mindset, we empower each other, ensuring every voice is heard and valued in an inclusive environment that inspires creativity and collaboration.At Align, we believe in the power of a smile, and we know that every smile is as unique as our employees. As we grow, we are committed to building a workforce rich in diverse cultural backgrounds and life experiences, fostering a culture of open-mindedness and compassion. We live our company values by promoting healthy people and healthy communities, all with the intent of changing millions of lives, one unique smile at a time. As part of our commitment to innovation, Align Technology includes exocad and Cubicure, companies that enhance our offerings and extend our impact to industry transformation.Eager to learn how we embrace our global differences and nurture employee well-being? Explore Align's culture here!Want to discover more about exocad and Cubicure? Click on their names for additional information.