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AlignTech Product Support Specialist HelpDesk Team United States, Massachusetts 5318641
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As a member of our HelpDesk Team, the
Product Support Specialistis an expert in using our exocad software products. Your primary role will be to provide exocad’s end users with world-class technical and product support. You will also collaborate with our Sales Team during pre-sales activities and work closely with our Application Support Team. You will receive comprehensive training and ongoing support from your colleagues. Please note that this position requires travel to events and customer sites.
Product Support Specialistis an expert in using our exocad software products. Your primary role will be to provide exocad’s end users with world-class technical and product support. You will also collaborate with our Sales Team during pre-sales activities and work closely with our Application Support Team. You will receive comprehensive training and ongoing support from your colleagues. Please note that this position requires travel to events and customer sites.
- Employment Type
- Full Time
- Workplace type
- Reporting To
- Halley Todd
- Triage and resolve technical support issues related to all aspects of our products via chat, email, and phone consultations—primarily from end users and partners.
- Be responsible for documenting, analyzing, and driving the resolution of customer concerns.
- Collaborate with engineering teams to address complex technical issues.
- Continuously update and expand your technical expertise.
- Provide flexible support for EST and PST time zones as part of a global on-call coverage team.
- Deliver professional and patient training on exocad software products, regardless of the customer’s technical level.
- Create training content and deliver presentations both online and in person to audiences of varying sizes.
- Travel approximately 10–30%, both domestically and internationally, for trade shows and customer training.
- A bachelor’s degree or equivalent professional experience in a relevant field.
- 5+ years of experience with CAD/CAM dental software (required; ideally with exocad software).
- A dental background as a dental laboratory or clinical technician (required).
- Solid computer skills, including software installations and proficiency in common Windows applications (required).
- Proven experience in Help Desk, Technical Support, or Systems Support within a dental lab, manufacturing, or practice environment (required).
- Strong verbal and written communication skills, with the ability to convey complex technical information clearly and effectively (required).
- Familiarity with CRM systems and databases (required).
- The ability to multitask and respond effectively to urgent situations (highly desired).
- Additional language skills in Spanish, French, and/or Korean are a plus.
For Field Sales roles, the salary listed is the base pay only and does not include the applicable incentive compensation plan. A cost of living adjustment may be added to base pay for higher cost areas in the U.S.
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.
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