Technical Support & Onboarding Representative

About this opportunity

Your mission is to deliver premium customer experience during the entire process of processing, delivering iTero Technology and technically support the customers. The Role of the Technical Support / Onboarding representative is to be in charge of handling the communication, coordination and overall support for customers that acquired an iTero scanner before the clinical training is completed and to take care of the Technical issues. The Technical and the Onboarding support includes, educating the customer on the timeliness, logistics, office technical requirements and scanner installation process. Due to the nature of the support, they should be equipped to handle incident requests coming from internal and external users of our Scanner and CAD / CAM services responding to customer technical issues related to proprietary hardware, software and web applications. The required tasks include, but are not limited to, remotely troubleshooting customer issues, working closely with customer service teams, communicating with customers, ensuring issues and solutions documented in the ticket system and database. The location of your office will be Wrocław. We can offer a hybrid work model (2 HO days). In this role, you will… Work with customer via ticket, 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 onsite repair on proprietary hardware if necessary 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, 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 fulfillment 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 fulfillment 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. In this role, you’ll need … Bachelor level preferred +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 local language Any other additional language is a plus Experience working with import and export regulations preferred. Experience with Salesforce.com and / or SAP it would be consider 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.