iTero Technical Support Specialist

Join a team that is changing millions of lives. Transforming smiles, changing lives   At Align Technology, we believe a great smile can transform a person’s life, so we create technology that gives people the confidence to take on whatever’s next. We revolutionized the orthodontic industry with the introduction of the Invisalign system, and we have never lost sight of that spirit of innovation. Our diverse and collaborative teams are constantly pushing the boundaries of what’s possible.   Ready to join us?  About this opportunity The Role of Technical Support Specialist focuses on responding to customer technical issues related to proprietary software and web applications as well as knowledge transfer on the functionalities of the scanner to new customers. The Technical support required tasks include, but are not limited to, troubleshooting customer issues, working closely with customer service teams, communicating with customers, and ensuring issues and solutions are documented in the ticket system and database. In this role, you will… Other duties may be assigned Troubleshoot issues related to proprietary and web based applications and software/hardware used by customers. This involves evaluating the nature of the problem, determining the appropriate solution and providing assistance to resolve the situation for the customer Provide Remote Desktop support to Customers Communicate with customers and distributors in a polite, professional and friendly manner Ability to communicate technical issues in a easily understood manner Work within specified service level agreements for response and issue closures times Monitor, respond, update and close tickets sent to the team via a proprietary system and SalesForce.com. Experience using Salesforce.com as a ticket system would be regarded as a significant plus Monitor and respond to emails sent to a common team inbox Use of the customer service phone queue system. Experience using CISCO phone system is a plus. General knowledge of company products and offerings Contribute to and maintenance of the shared team knowledge base and procedures Work with company support teams and Distributors across APAC and Israel Escalate issues to other teams or management as required Identify process and other improvements within the department Train new team members or members of other departments on topics related to Technical Support Participate in special projects and/or training when requested. Other duties may be assigned Collaborate with Invisalign CS team to build seamless process in terms of customer support process Provide support to audit processes and quality management system as required Additional responsibilities: Ensures the effective fulfillment of objectives and deadlines assigned to the group. Comply with all safety policies, practices and procedures. Report all unsafe activities to supervisor and/or Human Resources. Participate in proactive team efforts to achieve departmental and company goals. Perform other duties as assigned. In this role, you’ll need … QUALIFICATIONS To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Technical Qualifications The following skills are required: Ability to effectively and systematically trouble-shoot and qualify issues Ability to simply and clearly discuss technical issues with non-technical end users including customers. A good understanding of and ability to troubleshoot MS Windows Operating Systems. Knowledge of Apple Macintosh is a plus A good understanding of and ability to troubleshoot Internet Browsers and configurations (Internet Explorer 8,9,10 mandatory. Knowledge of Chrome and Safari is a plus) A basic understanding of networking concepts The following skills would be considered a plus: A basic knowledge and recent experience with various anti-virus software, personal firewall or a similar anti-virus suite A basic understanding server architecture would be an advantage Non-Technical Qualifications Clearly document issues and solutions in the ticketing system Effectively share information through various methods, such as …: Knowledge base documentation Training delivery (both classroom & remote) Strong interpersonal, listening and persuasive communication skills. Dynamic, optimistic, accurate, results oriented, hard-working, creative. Ability to work without constant supervision. Able to flourish in young international company experiencing significant growth (i.e. roll up sleeves approach and able to deal with ambiguity). Willingness to rotate shifts, if needed. EDUCATION and/or EXPERIENCE Degree/ Diploma in Engineering / Life Science Minimum 2-6 years software/hardware help desk and/or front line customer service experience. Experience working in a team environment. Experience working in the Dental industry is highly desirable. Healthcare and Medical Device industry experience is a plus. SKILLS REQUIRED: LANGUAGE SKILLS Good working level of English, writing and reading required. Ability to read and interpret documents such as safety rules, operating and maintenance instructions and procedure manuals in English Ability to write routine reports in English Ability to actively perform both internal and external correspondence. Ability to listen and speak effectively in English with APAC and Global support teams. SKILLS REQUIRED: MATHEMATICAL SKILLS Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference and volume. Ability to apply concepts of basic algebra and geometry. Ability to add, subtract, multiply and divide in all units of measure, using whole numbers, common fractions and decimals. Ability to compute rate, ratio and percentage. Prepare, draw and interpret bar graphs. REASONING ABILITY Ability to define problems, collect data, establish facts and draw valid conclusions. COMPUTER OPERATIONS Proficient personal computer skills including Microsoft Office (Word, Excel), electronic mail (Microsoft Outlook), record keeping, routine database activity etc. Refer to Technical qualifications section for more detail. PHYSICAL DEMANDS & WORK ENVIRONMENT Light physical activity performing non-strenuous daily activities of an administrative nature. While performing the duties of this job, the employee is regularly required to sit and talk or hear. WORK SCHEDULE / HOURS Normal work hours are 38.75 Hours per week Monday – Friday, shifts between 9am and 5:45pm The shift time is subject to change if needed. Ample notice will be given if this is required. 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