L1 Technical support consultant

(Insert job description here)

 About the role:

We are looking for a L1 Technical support consultant to join our professional and multicultural team, who will share our interest in solving problems and building good relationships with our reselling partners, end-users in APAC region (Australia-NZ) and internal 3shape customers. Based on your technical knowledge and experience, you will provide technical support to customers remotely, assisting users with technical support related to Clinical Products.

This position operates on a Sunday to Thursday schedule, with working hours from 3:00 PM to 12:00 AM

Key responsibilities

· Diagnose and troubleshoot technical issues, including account configuration, network configuration, network issues, operating system configuration, and using remote desktop connections to provide immediate support using different customer contact channels (phone, chat, email).

· Provide efficient technical support on 3Shape hardware (3D scanners) and software via online sessions, telephone, e-mails, and occasional on-site events.

· Handling support cases: collect all relevant information from customers, according to the company's procedures, and record this using the company's CRM.

· Interact with other departments and escalate customer feedback further.

· Maintain the client updated and informed about active cases.

· Provide feedback for editing and updating knowledge base articles for troubleshooting procedures.

Desired Skills & Experience

· Bachelor's degree, technical, professional, preferably Biomedical Engineer, mechanical, systems, systems technician, mechanics, dental, modern languages, among others or similar.

· Experience in customer service, technical support, or similar functions.

· Experience with Windows environments.

· Excellent customer-facing & customer centric skills.

· Time & organization management skills.

· Decision-making & problem-solving skills.

· Level B2 or higher in English.

· Assertive communication.

· Curious/technical interest.

· Ability to work under pressure.

· Helpful disposition.

We encourage all relevant applicants to apply. We are committed to celebrating human diversity, and we trust that the best way to reach outstanding business results, is by welcoming diverse people into our community.

About us

3Shape started with a simple idea - to make 3D scanning better. First, we applied it to the hearing industry, then we succeeded in dentistry. Twenty years later, 3Shape has 2,000+ employees globally. With the help of dental professionals and amazing colleagues we’re creating award-winning scanning and CAD/CAM solutions to change dentistry together! Together, we contribute to a better world. Experience the everyday #lifeat3Shape across the globe on LinkedIn.