非公開
歯科矯正業界において認知度の高いInvisalignを取り扱う企業での顧客サポート部門になります。
一般的なサポートを行うＣＳ組織に対し、テクニカルサポートでは、より技術的な質問に対しご回答いただきます。
◆具体的には
ソフトウェア、ハードウェアのトラブルや質問に対しご回答いただきます。（電話＞メール）
ＣＳ組織からのエスカレーション対応もございます。
お客様とは日本語対応ですが、社内システムや症例確認において英語業務が発生します。
ESSENTIAL DUTIES AND RESPONSIBILITIES,
Other duties may be assigned
•Troubleshoot issues related to proprietary and web based applications and software/hardware used by customers. This involves evaluating the nature of the problem, determining the appropriate solution and providing assistance to resolve the situation for the customer
•Provide Remote Desktop support to Customers
•Communicate with customers and distributors in a polite, professional and friendly manner
•Ability to communicate technical issues in a easily understood manner
•Work within specified service level agreements for response and issue closures times
•Monitor, respond, update and close tickets sent to the team via a proprietary system and SalesForce.com. Experience using Salesforce.com as a ticket system would be regarded as a significant plus
•Monitor and respond to emails sent to a common team inbox
•Use of the customer service phone queue system. Experience using CISCO phone system is a plus.
•General knowledge of company products and offerings
•Contribute to and maintenance of the shared team knowledge base and procedures
•Work with company support teams and Distributors across APAC and Israel
•Escalate issues to other teams or management as required
•Identify process and other improvements within the department
•Train new team members or members of other departments on topics related to Technical Support
•Participate in special projects and/or training when requested.
•Other duties may be assigned
•Collaborate with Invisalign CS team to build seamless process in terms of customer support process
•Provide support to audit processes and quality management system as required
Additional responsibilities:
•Ensures the effective fulfillment of objectives and deadlines assigned to the group.
•Comply with all safety policies, practices and procedures. Report all unsafe activities to supervisor and/or Human Resources.
•Participate in proactive team efforts to achieve departmental and company goals.
•Perform other duties as assigned.
QUALIFICATIONS
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
英語力を活かせる求人です。
今後日本においても市場拡大していく企業での正社員職で活躍いただけます。