Department:
Operations
Location:
APAC-Japan-Tokyo
Description
About this opportunity
This job posting seeks a Technical Support Specialist to troubleshoot customer issues with the company's software, web applications, and scanners. You'll act as a technical expert, resolving problems, providing clear explanations, documenting solutions, and escalating new issue within team.
概要
当社のソフトウェア、ウェブアプリケーション、スキャナに関するお客様の問題を解決するテクニカルサポートスペシャリストを募集しています。技術エキスパートとして、問題の解決、明確な説明、解決策の文書化、チーム内での新しい問題のエスカレーションを行っていただきます。
Role expectations
In this role, you will…
- 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.
Additional Responsibilities
- 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.
職務内容
- 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
その他職務
- 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
In this role, you'll need …
Qualifications
- 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.
Ideal Candidate
- 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.
応募資格
- 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。
求める人物像
- 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.
職場環境
- 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。
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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.
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