Provide combined technical and customer support for iTero scanners: troubleshoot hardware, software, and network issues; manage and escalate tickets in Salesforce/JIRA; onboard and train customers; process requests and parts, document cases, and collaborate with internal teams to improve processes and ensure customer satisfaction.
About the Opportunity
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.
The ideal candidate will troubleshoot and resolve technical and non-technical inquiries, ensure exceptional customer satisfaction, and support cross-functional initiatives. Responsibilities range from technical troubleshooting and issue escalation to managing customer queries, processing transactions, and documenting cases thoroughly.
The ideal candidate will troubleshoot and resolve technical and non-technical inquiries, ensure exceptional customer satisfaction, and support cross-functional initiatives. Responsibilities range from technical troubleshooting and issue escalation to managing customer queries, processing transactions, and documenting cases thoroughly.
Key Responsibilities
Technical Support Responsibilities
· Troubleshoot remotely (and on-site, if needed) issues related to proprietary and web-based applications, hardware, and network configurations.
· 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.
Customer Support 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.
Customer Support Responsibilities
· Respond promptly and courteously to customer inquiries, requests, and complaints via phone, email, or chat to ensure satisfaction.
· 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.
· The working hours for this role are 9:00 AM to 6:00 PM in align with local market time and flexibility to cross-supporting RoA countries when business is required. This is an on-site position requiring attendance at the office five days a week.
· 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.
· The working hours for this role are 9:00 AM to 6:00 PM in align with local market time and flexibility to cross-supporting RoA countries when business is required. This is an on-site position requiring attendance at the office five days a week.
Skills, Knowledge & Expertise
Technical Skills
· 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.
Non-Technical Skills· 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.
· Strong teamwork and commitment to act as overflow cross-supporting other RoA countries when teams in need of extra coverage.
· Ability to work in APAC shift including weekend coverage.
Education and Experience· 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.
· Strong teamwork and commitment to act as overflow cross-supporting other RoA countries when teams in need of extra coverage.
· Ability to work in APAC shift including weekend coverage.
· 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.
Key Attributes· 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).
· 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
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 actions we take every day speak to who we are as a company and our focus on being truly impactful. We celebrate our differences, and the many ways we support one another— ultimately creating a more inclusive organization and world as we continue transforming smiles and changing lives.We foster a culture where thinking differently and seeking new experiences are not just encouraged but celebrated. With the Align Mindset, we empower each other, ensuring every voice is heard and valued in an inclusive environment that inspires creativity and collaboration.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 are committed to building a workforce rich in diverse cultural backgrounds and life experiences, fostering a culture of open-mindedness and compassion. 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. As part of our commitment to innovation, Align Technology includes exocad and Cubicure, companies that enhance our offerings and extend our impact to industry transformation.Eager to learn how we embrace our global differences and nurture employee well-being? Explore Align's culture here!Want to discover more about exocad and Cubicure? Click on their names for additional information.
Similar Jobs
.jpeg)
Artificial Intelligence • Hardware • Information Technology • Machine Learning
The Dry Etch Process Equipment Engineer will improve production processes, support new equipment installation, and collaborate with teams to enhance product quality and productivity.
Top Skills:
Microsoft Office (ExcelPowerPointWord)
Artificial Intelligence • Hardware • Information Technology • Machine Learning
The role involves improving spare part management in manufacturing by leading teams and providing technical consulting to meet operational goals.
Top Skills:
Engineering PrinciplesManufacturing ProcessesSupply Chain ManagementTechnical Consulting
Artificial Intelligence • Hardware • Information Technology • Machine Learning
The Dry Etch Process Equipment Engineer will improve production processes for advanced DRAM products, manage projects, implement new equipment, and ensure quality in production.
Top Skills:
Microsoft Office (ExcelPowerPointWord)
What you need to know about the Melbourne Tech Scene
Home to 650 biotech companies, 10 major research institutes and nine universities, Melbourne is among one of the top cities for biotech. In fact, some of the greatest medical advancements were conceptualized and developed here, including Symex Lab's "lab-on-a-chip" solution that monitors hormones to predict ovulation for conception, and Denteric's vaccine for periodontal gum disease. Yet, the thousands of people working in the city's healthtech sector are just getting started, to say nothing of the tech advancements across all other sectors.
