Technical Support & Onboarding Representative

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

Your mission is to ensure a premium customer experience throughout the entire
process of delivering iTero Technology and to provide ongoing technical
support to customers.

The Role of the Technical Support/Onboarding representative is to proactively
manage the communication, coordination, and overall support for customers that
acquired an iTero scanner before the clinical training is completed, ensuring
a seamless onboarding experience. They will take the initiative to anticipate
and address potential technical issues before they arise. Additionally, the
Technical Support/Onboarding representative will be responsible for handling
incident requests coming from internal and external users of our Scanner and
CAD/CAM services. They will respond to customer technical issues related to
proprietary hardware, software, and web applications, taking the initiative to
troubleshoot and resolve problems remotely and within SLA times and to ensure
all customer interactions and their respective solutions are accurately
documented in the ticket system and database. Collaboration with the
commercial team will be also be a key aspect of this role, as the Technical
Support/Onboarding representative will work closely with them to share
knowledge and insights gained from customer interactions. This proactive
collaboration will help identify recurring issues and enable the development
of comprehensive solutions to enhance customer satisfaction.

In this role, you will …
* Engaging with customers through tickets, phone calls, or emails to address various needs such as new scanner installation/registration, technical issues, software upgrades, basic networking assistance, scanning guidance, parts and scanner delivery status updates, basic clinical inquiries regarding software usage, navigation assistance, identification of software or hardware failures, call back requests, and other related matters
* Effectively communicating technical issues to customers in a clear and understandable manner.
* Providing onsite repair services for proprietary hardware if required
* Serving as the main point of contact between the customer and leasing company, guiding customers throughout the leasing process and ensuring the accuracy and completeness of financial documents
* Managing and monitoring customer accounts, ensuring their satisfaction and addressing any concerns
* Reviewing shipments in the region, overseeing scheduling, handling, and adherence to regulations
* Ensuring timely resolution of customer contact issues, whether they are received through email, tickets, inbound or outbound calls
* Updating and completing assigned tasks provided by supervisors or managers, including complaint follow-ups and reassigned calls
* Coordinating equipment shipments and ensuring the group meets objectives and deadlines effectively
* Assisting internal customers with necessary documentation such as pro-forma invoices and return authorizations
* Contributing to and maintaining the shared team knowledge base and procedures
* Initiating the Return Material Authorization (RMA) process
* Performing administrative tasks as needed
* Undertaking other duties as assigned
In this role, you 'll need …
*
Bachelors degree with a strong technical background
* ‎1-‎3 years of experience in a similar role within a fast-growing international company. Experience in the medical or equipment industry is preferred
* Excellent English skills both written and verbal communication. Arabic is also a plus
* Experience with Salesforce.com and/or SAP is considered a plus.
* Proficient in troubleshooting MS Windows Operating Systems.
* Strong understanding of networking concepts and ability to troubleshoot various web browsers

Sound like a good fit?
Great! Click the "Apply" link to let us know you are interested. Not the
right fit? Don't worry, Align is quickly growing so we are creating more
opportunities to expand our Align family. Please consider joining our Talent
Network to receive notifications about future jobs or sharing this opportunity
with others in your network.

About Align
Align Technology is a publicly traded medical device company that is
transforming smiles and changing lives. Our global team of talented employees
develop innovative technology, tools and treatment options to help dental
professionals worldwide achieve the clinical results they expect. Our digital
ecosystem combines the power of technology to create beautiful smiles through
the integration of AI and machine learning, digital imaging and visualization,
biomechanics and material science to develop the Invisalign system, the most
advanced clear aligner system in the world; iTero Intraoral Scanners and
OrthoCAD digital services. Did you know? Align is the world 's largest
manufacturer of custom 3D-printed materials.

By joining Align, you will be part of a global, fast-growing company in one of
the most dynamic industries. Great people, innovative technologies, and
meaningful work - these are just some of the things employees say make Align
Technology a great place to work.

We respect your privacy. Please review our Applicant Privacy Policies for
additional information.

Global Diversity Statement:
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 will continue building a workforce
of diverse cultural backgrounds and life experiences and fostering a culture
of open-mindedness and compassion for all our employees. 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.

Equal Opportunity Statement
It is our policy to provide equal employment opportunity in all of our
employment practices without regard to race, color, religion, sex, national
origin, ancestry, marital status, protected veteran status, age, individuals
with disabilities, sexual orientation or gender identity or expression or any
other legally protected category. Applicants for positions with Align must be
legally authorized to work in the country which they are applying for and
verification of employment eligibility will be required as a condition of
hire.