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
•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.
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.