changing lives.
In this role, you will…
- Responsible for effectively, efficiently, and promptly responding to customer support issues, requests, and complaints escalated from first-tier customer support, to achieve customer satisfaction
- Review, coordinate, then resolve customer support-reported issues.
- Develop and deliver multi-reports to cross-functional internal teams based on requirements individually.
- Share production issue handling reports with departmental peers and management weekly
- Escalate any customer or process-impacting issue with internal teams with identified severity in a timely manner
- Competent in the use of company systems to provide support for reported customer issues
- Guide first-tier support team as needed to provide technical/clinical support with end-to-end order processing, payment processing, etc.
- Analyze and deliver commercial department’s requirements in database input with marketing info, client contacts info
- Provide training to first-tier customer support’s regional/global supervisors for upcoming customer improvements as needed
- Accurately and thoroughly document information in the company’s database(s) about each contact they handled following defined parameters
- Propose activities to improve customer satisfaction, business performance and optimize the process.
- Maintain basic knowledge of orthodontic/dental concepts and topics
- Lead and participate in special projects and/or training when requested
- Understand company processes, procedures, and product information/materials
- Other Duties may be assigned
In this role, you’ll need …
Qualifications
- A 'can do' attitude, high energy, and creativity are required along with organizational skills and ability to handle multiple tasks.
- Strong interpersonal, oral, written, and visual communication skills, with ability to present findings concisely and effectively.
- Ability to collaborate effectively between multi-departments about objectives, requirements, and design constraints.
- Solid understanding of agile development principles, careful attention to detail, as well as ability to design solutions for multiple product requirements.
- High level of technical aptitude and ability to learn new technical systems and tools quickly.
- Ability to learn software applications quickly
- Ability to consistently follow through with activities to completion
- Ability to perform in a fast-paced environment
- Ability to act and speak with confidence
- Possess a service excellence mindset
- Excellent communication skills in English and Chinese.
Education and Experience
- BA/BS degree or equivalent in information systems or related fields
- 8+ years of working with Windows/MAC software
- 6+ years of good experience with PostgreSQL, MySQL, and MSSQL databases
- 4+ years in server-side languages, including Java and related frameworks
- 4+ years of experience with the software on cloud platforms, including Ali Cloud, Grafana, and AWS, with a deep understanding of design for scalability, performance, and reliability
- Familiar with front-end technology and related frameworks such as HTML5, JavaScript and CSS
- Good knowledge of web service API and other integration technologies
- Effective, professional, and tactful communication with internal/external clients
- Possess a strong customer-focused orientation with good interpersonal skills
- Excellent problem-solving and analytical skills
