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Itero Customer Success Specialist

2 weeks ago

Mont Kiara, Malaysia Align Technology Full time

**Description**:
The iTero Customer Success Specialist is a combined role of iTero Technical Support and Customer Support Representative. It is designed to provide comprehensive assistance to internal customers (Sales and Marketing teams) and external customers (iTero Scanner users, including doctors and their staff). This dual role involves managing technical issues for the iTero family of products, software, and services while simultaneously handling customer service responsibilities.

**Key Responsibilities**:

- Evaluate the nature of technical problems, determine appropriate solutions, and provide assistance to resolve issues.
- Review spare part requests based on troubleshooting outcomes and adhere to service-level agreements (SLAs).
- Escalate unresolved technical issues to higher support levels while maintaining updates and communication with stakeholders.
- Monitor, respond to, update, and close technical tickets in Salesforce or other ticketing systems.
- Identify trends in technical requests and issues, research solutions, and share knowledge with peers and management.
- Document all technical interactions and outcomes in the company’s database following defined parameters.
- Work closely with dentists and specialists to review case details and ensure precision in restorative designs.
- Communicate effectively to address challenges or adjustments for complex cases.
- Support team members and foster a collaborative work environment.
- Stay updated on new materials, techniques, and advancements in restorative technology.
- Attend training sessions, workshops, and industry events to refine skills and knowledge.
- Propose process improvements to enhance efficiency and output quality.
- Assist with onboarding and training customers on iTero products and processes.
- Collaborate with internal and external teams to support dentists, orthodontists, and other stakeholders.
- Process and follow up on tasks assigned by supervisors, including complaint resolutions and reassigned cases.
- Manage ticket workflows efficiently while adhering to operational metrics and NPS-driven quality programs.
- Propose and implement process improvements to enhance customer service and satisfaction.
- Adapt to evolving departmental and job responsibilities and provide support across different departments when needed.

This position will support the Rest of Asia, with a Sunday to Thursday, 8:30 AM to 5:30 PM schedule, and must be proficient in Mandarin and English to support Taiwan, Hong Kong, and China

**Skills, Knowledge & Expertise**:

- Proficient in troubleshooting MS Windows Operating Systems and web browsers (Internet Explorer, Chrome, Safari).
- Basic understanding of networking concepts, server architecture, and antivirus software.
- Experience with Salesforce, SAP, Call Management Systems such as Twilio or Cisco and ticket tracking systems like JIRA.
- Intermediate proficiency in MS Word, Excel, PowerPoint, and CRM systems.
- Strong interpersonal skills and ability to explain technical concepts to non-technical users.
- Excellent problem-solving, organizational, and prioritization skills.
- Professional attitude with a focus on customer satisfaction and quality service.
- Ability to work independently and adapt to a fast-paced, dynamic environment.
- Degree/Diploma in Engineering, Life Sciences, or related fields.
- 3-5 years of experience in customer service, technical support, or related fields.
- Dental industry experience is an advantage.
- Dynamic, optimistic, and results-oriented.
- Exceptional attention to detail and organizational skills.
- Ability to work without constant supervision and manage ambiguity.
- Collaborative mindset with strong relationship-building skills.
- Willingness to work outside of core business hours when needed (with WFH options available).

**About Align Technology**:
**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 acti