Primo G.

Senior Technical Support Onboarding Customer Representative @Align Technology

Work with customer via ticket, phone or e-mail about new scanner installation/registration or technical issue, SW upgrades, basic networking, Scanning Assistance, parts and scanner delivery status information, basic clinical questions related to software inquiry / navigation assistance, strong software or hardware failure identification, call back requests and others.\\\\n• Ability to communicate technical issues in an easily understood manner.\\\\n• Provide onsite repair on proprietary hardware if necessary\\\\n• Focal point in communication between the customer and leasing company\\\\n• Manage and monitor customer accounts.\\\\n• Review shipments in the region and ensure they are being scheduled, handled, and shipped as per the regulation\\\\n• Ensure timely resolution to customer contact issue whether it is an e-mail, tickets, inbound or outbound call.\\\\n• Update and complete tasks that have been assign by the supervisors or managers, aside from those received via phone or email; such as complaint follow-ups, reassigned calls, etc.\\\\n• Coordinate shipment of equipment and ensure the effective fulfillment of objectives and deadlines assigned to the group.\\\\n• Assisting internal customers with necessary documentation (e.g. pro-forma invoice, RA, documentation).\\\\n• Contribute to and maintenance of the shared team knowledge base and procedures\\\\n• Coordinate shipment of equipment and ensure the effective fulfillment of objectives and deadlines assigned to the group.\\\\n• Initiate the Return Material Authorization (RMA) process\\\\n• Conduct Admin related tasks whenever necessary\\\\n• Training new Hires\\\\n• Perform other duties as assigned.\\\\n \\\\n\\\\n \\\\n \\\\n\\\\n \\\\n