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 iTero Technical Support is to provide assistance and resolution to issues encountered by internal customers (fellow Sales and Marketing team members) and external customers (iTero Scanner users from Doctors to their staff) for our family of iTero products, software and services. Research, follow-up information with any pertinent department as needed to provide assistance and/or achieve a resolution with to doctor’s issue(s). The person will handle the transactions during the initial troubleshooting until it gets resolved or if not within their reach they will proceed to escalate (serving as a first level technical support resource). This includes not only the follow up but also updates to all stakeholders.

**In this role, you will**
- Responsible for timely approval of spare part troubleshooting before parts are sourced, within the expected service level
- Work within specified service level agreements for response and issue closures times
- Be alert to trends in requests and issues reported by customers. Research information to answer inquiries from customers and share learning with departmental peers and management.
- Possess comprehensive knowledge of company procedures and product information/materials.
- Propose ideas for procedures and processes to promote improved service and customer satisfaction, and overall department improvements.
- Participate in special projects and/or training when requested.
- Interact with customers and fellow employees in a timely, patient, tactful and professional manner. Handle difficult or sensitive issues following department guidelines.
- Meet departmental standards for personal and team performance metrics including, but not limited to, contact volume handled, turnaround time and quality. Other forms of communication used to provide support or perform the assigned duties can also be monitored periodically, for quality purposes.
- Assure and follow up on-time delivery of projects, deadlines or solutions.
- Comply with all safety policies, practices and procedures. Report all unsafe activities to Manager and/or Human Resources.
- Perform other duties as assigned.

**In this role, you’ll need **

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 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.
- Able to work on some weekends on rotational basis within the team (The week with work on weekends will mean that the 2 rest days of that week will be on weekdays)
- 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
- Must have good interpersonal skills and the ability to work cross-functionally.
- Ability to focus attention to detail.
- Ability to perform in a fast-paced, highly dynamic environment.
- Strong evidence of problem solving, organizational and prioritization skills are essential
- 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).
- Ability to communicate effectively with people in all areas of a company is vital. Willing to reassess and reorganize when traditional solutions are not working. The incumbent should be able to work within a multi-cultural team and have superior interpersonal skills.

EDUCATION and/or EXPERIENCE
- Degree/ Diploma in Engineering / Life Science
- Minimum 3 years software/hardware help desk and/or front line customer service experience.
- Experience working in a team environment and supporting others within a team.

SKILLS REQUIRED: LANGUAGE SKILLS
- Good working level of English and Mandarin Chinese (speaking, writing and reading) required to serve both English-speaking and Mandari