Customer Technical Support Consultant

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About the job

Customer Support Consultant is a key role in 3Shape. You will:

  • Work closely with our resellers to ensure excellent customer satisfaction
  • Share your experience with others by contributing to the knowledge base
  • 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 gather customer feedback, report to relevant stakeholders to improve our products

 

Your Responsibilities

  • Support 3Shape software & hardware by handling cases from resellers and customers
  • Help customer resolve their problem through email, phone, and remote connection
  • Follow 3Shape support SOP (Standard Operation Procedure) in a daily support job
  • Create and review knowledge base articles and ensure their quality
  • Prepare slides and provide technical training and coaching for resellers

 

Your Profile

  • Bachelor of Science or Engineering are preferred
  • Fluent English is required; fluent Korean or Japanese are preferred
  • Dental technician background is preferred but not required
  • CAD (Computer Aided Design) / CAM (Computer Aided Manufacturing) experience is preferred
  • Familiar with case handling, troubleshooting, and customer care
  • Familiar with Microsoft Windows, including:


    1. Install and uninstall applications
    2. Configure Windows firewall
    3. Have a basic knowledge of database
    4. Able to work under Windows command prompt
  •  Familiar with networking, including:
    1. Setup shared folder
    2. Understand how IPv4 works
  • Able to work in an international and multi-cultural environment
  • Good customer handling and communication skills, team-player
  • Willing to share knowledge and experience with colleagues
  • Able to work independently under pressure


We Offer

  • Systematic training and advanced learning opportunities
  • A clear career path for you to develop and challenge yourself
  • Structured employee compensation and benefit based on your competency
  • A collaborative team with talented members supporting you on your role
  • An open-minded, professional, people-oriented work environment

 

Usually responds within a week

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

Department

Shanghai

69 Dongfang Rd
200070 Pudong Xinqu Directions

Inside 3Shape

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.

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