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AlignTech iTero Technical Support Specialist(Pipeline Req 
Japan, Shinagawa 
335548776

18.08.2024

changing lives.

This job posting seeks a Technical Support Specialist to troubleshoot customer issues with the company's software, web applications, and scanners. You'll act as a technical expert, resolving problems, providing clear explanations, documenting solutions, and escalating new issue within team.

In this role, you will…

  • Technical Troubleshooting:Diagnose and fix customer problems with the company's software, web apps, and scanners by providing Remote Desktop support to Customers.
  • Customer Communication:Clearly explain technical concepts to non-technical users and interact with customers professionally (experience with Twilio/CISCO phone system, TeamViewer a plus).
  • Ticketing System:Manage and document customer interactions using a ticketing system in English (experience with Salesforce a plus).
  • Knowledge Transfer:Train new team members and customers on technical procedures and scanner functionalities.
  • Collaboration:

Additional Responsibilities

  • Participate in special projects and support quality management processes.
  • Contribute to the development and maintenance of the team's knowledge base.
  • Identify areas for improvement within the department.

In this role, you’ll need …

  • Education: A degree in Engineering or Life Science (or relevant experience) is preferred.
  • Experience:
    • Minimum 2 years of software/hardware help desk or front-line customer service experience.
    • Experience working in a team environment.
    • Experience in the dental industry (desirable) or healthcare/medical device industry (a plus).
  • Technical Skills:
    • Ability to troubleshoot Windows OS, web browsers, and the company's software.
    • Basic understanding of networking concepts.
    • (Preferred) Experience with anti-virus software, firewalls, and server architecture.
  • Non-Technical Skills:
    • Strong written and spoken English for communication and documentation.
    • Excellent interpersonal, listening, and communication skills.
    • Ability to work independently and as part of a team.
    • Positive work attitude, adaptability, and willingness to learn.

Work Environment

  • Light physical activity in a seated position for most of the day.
  • The standard work week is Monday-Friday, 9:00 am to 5:45 pm, Hours outside these times are required occasionally.

Ideal Candidate

  • Experience in technical support.
  • Familiar with reading logs and keen on programming language.
  • Ability to work effectively with colleagues in Japan and abroad.
  • Experience in the dental or healthcare/medical device industry.