iTero Customer Success Specialist

Solaris Mont' Kiara, Federal Territory of Kuala Lumpur, Malaysia

Align Technology is an equal opportunity employer. We are committed to providing equal employment opportunities in all our practices, without regard to race, color, religion, sex, national origin, ancestry, marital status, protected veteran status, age, disability, sexual orientation, gender identity or expression, or any other legally protected category. Applicants must be legally authorized to work in the country for which they are applying, and employment eligibility will be verified as a condition of hire.

Department

Operations

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.

Key Responsibilities

Technical Support 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.

Customer Support Responsibilities

Skills, Knowledge & Expertise

Technical Skills

Non‑Technical Skills

Education and Experience

Key Attributes

Applicant Privacy Policy

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Equal Opportunity Statement

Align Technology is an equal opportunity employer. We are committed to providing equal employment opportunities in all our practices, without regard to race, color, religion, sex, national origin, ancestry, marital status, protected veteran status, age, disability, sexual orientation, gender identity or expression, or any other legally protected category. Applicants must be legally authorized to work in the country for which they are applying, and employment eligibility will be verified as a condition of hire.

Seniority level

Employment type

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