Customer Support Consultant

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About us

3Shape develops 3D scanners and software solutions that enable dental and hearing professionals to treat more people, more effectively and with superior care. We are a global market-leading provider of dental and audio technology for laboratories and clinics. Creating great innovation requires diverse teams. Our growing talent pool of over 1,500 employees spans 30+ nationalities and is energized by knowing that together, we contribute to a better world. 3Shapers are entrepreneurs, challengers and innovators… values that are at the heart of everything we do.


About the role

  1. Work closely with our resellers to ensure excellent customer satisfaction
  2. Share your experience with others by contributing to the knowledge base
  3. Provide training to our resellers, ensure they have required skills and knowledge

As a bridge between customer voice and production, you will also have opportunities to:

  1. gather customer feedback, report to relevant stakeholders to improve our products
  2. Support 3Shape software & hardware by handling cases from resellers and customers
  3. Help customer resolve their problem through email, phone, and remote connection
  4. Follow 3Shape support SOP (Standard Operation Procedure) in a daily support job
  5. Create and review knowledge base articles and ensure their quality
  6. Prepare slides and provide technical training and coaching for resellers


Your key responsibilities will be to:

  1. Bachelor of Science or Engineering are preferred
  2. Fluent English is required; fluent Korean or Japanese are preferred
  3. Dental technician background is preferred but not required
  4. CAD (Computer Aided Design) / CAM (Computer Aided Manufacturing) experience is preferred
  5. Familiar with case handling, troubleshooting, and customer care
  6. Familiar with Microsoft Windows, including:
    • Install and uninstall applications
    • Configure Windows firewall
    • Have a basic knowledge of database
    • Able to work under Windows command prompt
  7. Familiar with networking, including:
    • Setup shared folder
    • Understand how IPv4 works

To succeed in this position, you will need to:

  1. Able to work independently under pressure
  2. Willing to share knowledge and experience with colleagues
  3. Good customer handling and communication skills, team-player
  4. Able to work in an international and multi-cultural environment

What do we offer 

  1. Systematic training and advanced learning opportunities
  2. A clear career path for you to develop and challenge yourself
  3. A collaborative team with talented members supporting you on your role 
  4. An open-minded, professional, people-oriented work environment
We usually respond within a week

Or, know someone who would be a perfect fit? Let them know!

Department

CN - Shanghai

Kaixuan North Road
200060 Putuo Qu Directions View page

Our biggest assets are our people and culture 💗

Life at 3Shape is great! We bring passion and talent to work every day to innovate for superior patient care. 3Shape is built on a culture of thinking differently and being innovative when solving challenges. We embrace new ways to exchange ideas with colleagues across departments and think and work in an agile way. Experience the everyday #lifeat3Shape across the globe on Facebook. 

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