World-Class Technical Support Specialist

hace 2 días


San Francisco, Heredia, Costa Rica Aligntech A tiempo completo

Transforming Smiles and Changing Lives

At Align Technology, we believe that a great smile can transform a person's life. We create innovative technology that gives people the confidence to take on whatever's next.

As a leading medical device company, we revolutionized the orthodontic industry with the introduction of the Invisalign system. Our diverse and collaborative teams are constantly pushing the boundaries of what's possible.

About this Opportunity

We are seeking a highly skilled Business Systems Analyst to join our team. This role will be responsible for handling daily support activities, including ticket handling, LMR support, and QA assistance. You will also work closely with cross-regional teams to resolve complex technical and business issues.

Key Responsibilities:

  • Serve as the iTero Technical & Business focal point
  • Analyze and resolve complex technical and business issues
  • Accountable End2End for problem-solving till customer receives feedback
  • Provide Root Cause Analysis (RCA) when needed
  • Feedback from the Install Base to R&D (functionality/HW)
  • Suggest improvements to the product based on field experience
  • Build support procedures to lower levels
  • Knowledge sharing and training
  • RMA analysis
  • Support SW deployment stages and exhibitions
  • Support SQA activities when needed
  • Issue weekly reports

Requirements:

  • Bachelor's degree from a four-year college or university
  • 3+ years of experience as tech support (Tier 3) in high technology global multi-discipline equipment companies (medical companies - advantage)
  • Proven customer-facing skills
  • Ability to work in a dynamic, constantly changing environment
  • Self-learner
  • Proven experience in the fields of IT/network/PC/IIS/SQL/Windows/OS Admin
  • SQL server, SQL querying, Stored procedures
  • Proven scripting abilities
  • Analysis and troubleshooting capability
  • Eager to improve customer experience
  • Excellent verbal and written English communication skills

About Align Technology

Align Technology is a publicly traded medical device company that is transforming smiles and changing lives. Our global team of talented employees develop innovative technology, tools, and treatment options to help dental professionals worldwide achieve the clinical results they expect.

Why Join Us?

We offer a dynamic and collaborative work environment, opportunities for professional growth and development, and a chance to make a meaningful impact on people's lives. If you are passionate about delivering exceptional results and making a difference, we encourage you to apply for this exciting opportunity.



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