Technical Support Representative
Align Technology
Madrid, Spain
hace 3 días

About this opportunity

As a Technical Support Representative you will focus on responding to customer technical issues related to proprietary software and web applications.

Issues are escalated via the European customer service teams or distributors in EMEA. In this role, you will Troubleshoot issues related to proprietary and web-based applications used by customers.

This involves evaluating the nature of the problem, determining the appropriate solution and providing assistance to resolve the situation for the customer.

Provide Remote Desktop support to Customers. Communicate with customers and distributors in a polite, professional and friendly manner.

Communicate technical issues in a easily understood manner. Work within specified service level agreements for response and issue closures times.

Monitor, respond, update and close tickets sent to the team via a proprietary system and Experience using Salesforce.

com as a ticket system would be regarded as a significant plus. Provide general knowledge of company products and offerings.

Contribute to and maintenance of the shared team knowledge base and procedures. Identify process and other improvements within the department.

Work with company support teams and Distributors across EMEA. Escalate issues to other teams or management as required. Train new team members or members of other departments on topics related to Technical Support.

Participate in special projects and / or training when requested. In this role, you’ll need Minimum of 1 to 2 years of software / hardware help desk and / or front line customer service experience.

Proficient personal computer skills including Microsoft Office (Word, Excel), electronic mail (Microsoft Outlook), record keeping, routine database activity, etc.

Refer to Technical qualifications section for more detail. Excellent communication skills in Spanish and English. Good Portuguese language skills Knowledge of Apple Macintosh is a plus A good understanding of and ability to troubleshoot Internet Browsers and configurations (Internet Explorer 8,9,10 mandatory.

Knowledge of Chrome and Safari) A basic understanding of networking concepts. A good understanding of and ability to troubleshoot MS Windows Operating Systems.

Experience working in the Healthcare, Pharmaceutical or Medical Device industry is desirable, but not requiered

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