iTero Customer Success Specialist

iTero Customer Success Specialist

Department : Operations

Employment Type : Full Time

Location : APAC-Malaysia

Description

The iTero Customer Success Specialist is a combined role of iTero Technical Support and Customer Support Representative. It is designed to provide comprehensive assistance to internal customers (Sales and Marketing teams) and external customers (iTero Scanner users, including doctors and their staff). This dual role involves managing technical issues for the iTero family of products, software, and services while simultaneously handling customer service responsibilities. The ideal candidate will troubleshoot and resolve technical and non-technical inquiries, ensure exceptional customer satisfaction, and support cross-functional initiatives. Responsibilities range from technical troubleshooting and issue escalation to managing customer queries, processing transactions, and documenting cases thoroughly.

Key Responsibilities

• Troubleshoot remotely (and on-site, if needed) issues related to proprietary and web-based applications, hardware, and network configurations.
• Evaluate the nature of technical problems, determine appropriate solutions, and provide assistance to resolve issues.
• Review spare part requests based on troubleshooting outcomes and adhere to service-level agreements (SLAs).
• Escalate unresolved technical issues to higher support levels while maintaining updates and communication with stakeholders.
• Monitor, respond to, update, and close technical tickets in Salesforce or other ticketing systems.
• Identify trends in technical requests and issues, research solutions, and share knowledge with peers and management.
• Document all technical interactions and outcomes in the company’s database following defined parameters.
• Work closely with dentists and specialists to review case details and ensure precision in restorative designs.
• Communicate effectively to address challenges or adjustments for complex cases.
• Support team members and foster a collaborative work environment.
• Stay updated on new materials, techniques, and advancements in restorative technology.
• Attend training sessions, workshops, and industry events to refine skills and knowledge.
• Propose process improvements to enhance efficiency and output quality.
• Respond promptly and courteously to customer inquiries, requests, and complaints via phone, email, or chat to ensure satisfaction.
• Assist with onboarding and training customers on iTero products and processes.
• Collaborate with internal and external teams to support dentists, orthodontists, and other stakeholders.
• Process and follow up on tasks assigned by supervisors, including complaint resolutions and reassigned cases.
• Manage ticket workflows efficiently while adhering to operational metrics and NPS-driven quality programs.
• Propose and implement process improvements to enhance customer service and satisfaction.
• Adapt to evolving departmental and job responsibilities and provide support across different departments when needed.
• The working hours for this role are 7 : 00 AM to 4 : 00 PM SGT to align with the Australia market time of 9 : 00 AM to 6 : 00 PM AEST. This is an on-site position requiring attendance at the office five days a week.

Skills, Knowledge & Expertise

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