AlignTech iTero Customer Success Specialist 

Malaysia, Selangor, Shah Alam 

830874945

· 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.

· 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 7:00 AM to 4:00 PM SGT to align with the Australia market time of 9:00 AM to 6:00 PM AEST. This is an on-site position requiring attendance at the office five days a week.

· 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).