iTero Technical Support Specialist(Pipeline)

Role expectations

• Technical Troubleshooting: Diagnose and fix customer problems with the company's software, web apps, and scanners by providing Remote Desktop support to Customers.
• Customer Communication: Clearly explain technical concepts to non-technical users and interact with customers professionally (experience with Twilio/CISCO phone system, TeamViewer a plus).
• Ticketing System: Manage and document customer interactions using a ticketing system in English (experience with Salesforce a plus).
• Knowledge Transfer: Train new team members and customers on technical procedures and scanner functionalities.
• Collaboration: Work effectively with internal teams and distributors to deliver solutions.

• Participate in special projects and support quality management processes.
• Contribute to the development and maintenance of the team's knowledge base.
• Identify areas for improvement within the department.

• 技術的なトラブルシューティング︓iTero のソフトウェア、ウェブアプリケーション、スキャナに関する顧客の問題を診断し、解決します。 リモートデスクトップサポートを提供して効率的に問題を解決
• 顧客とのコミュニケーション︓ユーザーに対して技術的な内容を明確に説明し、顧客とプロフェッショナルに接することができる（Twilio/CISCO電話システム、TeamViewerの経験があれば尚可）
• チケットシステムの管理︓ チケットシステム（Salesforceの経験があれば尚可）を使用して顧客との応対履歴・トラブルシュート内容を英語で管理し、文書化
• 知識の共有︓技術的な手順やスキャナの機能について、新しいチームメンバーや顧客をトレーニング
• チームワーク︓社内チームと効果的に連携し、解決策を提供する

• プロジェクトに参加し、デンタルケアワークフローにおける品質管理プロセスを支援
• チーム内知識ベースの開発と維持
• カスタマーサポートを向上させるための部門内の改善点特定

What we're looking for

• Education: A degree in Engineering or Life Science (or relevant experience) is preferred.
• Experience:
  • Minimum 2 years of software/hardware help desk or front-line customer service experience.
  • Experience working in a team environment.
  • Experience in the dental industry (desirable) or healthcare/medical device industry (a plus).
• Technical Skills:
  • Ability to troubleshoot Windows OS, web browsers, and the company's software.
  • Basic understanding of networking concepts.
  • (Preferred) Experience with anti-virus software, firewalls, and server architecture.
• Non-Technical Skills:
  • Strong written and spoken English for communication and documentation.
  • Excellent interpersonal, listening, and communication skills.
  • Ability to work independently and as part of a team.
  • Positive work attitude, adaptability, and willingness to learn.

• Experience in technical support.
• Familiar with reading logs and keen on programming language.
• Ability to work effectively with colleagues in Japan and abroad.
• Experience in the dental or healthcare/medical device industry.

• 学歴︓工学または生命科学の学位（または関連する経験）
• 経験
  • 2年以上のソフトウェア/ハードウェアのヘルプデスクまたはフロントラインのカスタマーサービス経験
  • チーム環境での業務経験
  • 歯科業界またはヘルスケア/医療機器業界の経験（優遇）
• 技術的スキル
  • Windows OS、ウェブブラウザ、自社ソフトウェアのトラブルシューティング能力。
  • ネットワークコンセプトの基本的な理解
  • アンチウィルスソフト、ファイアウォール、サーバー構築の経験（優遇）
• 技術以外のスキル
  • コミュニケーションやドキュメンテーションに必要な高い英語力。
  • 優れた対人スキル、リスニングスキル、コミュニケーションスキル。（英語含め）
  • 独立して、またチームの一員として働く能力。
  • 前向きな勤務態度、順応性、学習意欲。

• テクニカルサポート経験者
• 過去ログ読解力、プログラミング言語に精通
• 日本国内外の同僚と効果的に協働できる能力
• 歯科業界またはヘルスケア/医療機器業界の経験

Work Environment

• Light physical activity in a seated position for most of the day.
• Standard work week is Monday-Friday, 9:00 am to 5:45 pm, Hours outside these times are required occasionally.

• 標準労働時間は月曜日から金曜日の午前9 時から午後5 時45 分まで。
• 上記以外の勤務がシフトに応じ必要になる場合もあります。

About
Your growth and well-being:At Align, every smile matters. We’re committed to helping you thrive by supporting the health, growth, and well-being of our team members through a variety of tools and programs. While specific offerings may vary by location and role, Align employees can typically expect:Health and well-being programs to keep you thriving in both body and mind.Employee-exclusive discounts on Invisalign products.Learning opportunities through online learning resources and support for your individual development plans.Inclusive, global workplace that fosters collaboration, recognition and belonging.Country and/or role specific details will be shared with you by your recruiter during the interview process. Discover Align:We are a global community of game-changers and smart team players, united by our belief in the power of a smile. Our dynamic team of exceptional employees is dedicated to transforming the industry and creating extraordinary outcomes every day.Align’s core values of agility, customer, and accountability are more than words to work by, they are words we live by. The actions we take every day speak to who we are as a company and our focus on being truly impactful. We celebrate our differences, and the many ways we support one another— ultimately creating a more inclusive organization and world as we continue transforming smiles and changing lives.We foster a culture where thinking differently and seeking new experiences are not just encouraged but celebrated. With the Align Mindset, we empower each other, ensuring every voice is heard and valued in an inclusive environment that inspires creativity and collaboration.At Align, we believe in the power of a smile, and we know that every smile is as unique as our employees. As we grow, we are committed to building a workforce rich in diverse cultural backgrounds and life experiences, fostering a culture of open-mindedness and compassion. We live our company values by promoting healthy people and healthy communities, all with the intent of changing millions of lives, one unique smile at a time. As part of our commitment to innovation, Align Technology includes exocad and Cubicure, companies that enhance our offerings and extend our impact to industry transformation.Eager to learn how we embrace our global differences and nurture employee well-being? Explore Align's culture here!Want to discover more about exocad and Cubicure? Click on their names for additional information.