Associate Customer Care Representative II

The Associate Customer Care Representative II should interact with customers, company sales and/or service representatives to provide technical assistance regarding Align products. This role involves handling a variety of technical support tasks related to both pre-sales and post-sales activities. Receive customer requests through phone, email, chat and SMS, validate customer account, support, and document interactions in the CRM database. We should ensure appropriate resolution and/or escalation to the correct team in case needed. Handle requests such as but not limited to troubleshooting technical issues, performing remote diagnostics, and guiding customers through basic problem resolution steps. Managing requests such as product setup, connectivity issues, software updates, system configurations, and equipment replacements. Comply with the established Quality guidelines for the business. Accountable to review and complete all courses required in the Quality Management System (QMS). Adhere to Company Quality Policy.

The main responsibilities of Associate Customer Care Representative II include the following:
• Adapt to Customer Advocacy culture and responsibilities defined on the WIs and SOPs.
• Be responsible for handling all customer interactions with professionalism and within the defined response timeframe.
• Follow up on their cases until proper resolution.
• Document all interactions including all details required in the correspondent CRM.
• Report on complaints and product safety.
• Achieve a consistent performance considering all KPIs requirements.
• Comply with deadlines on QMS courses.
• Adherence to company quality policies and guidelines.

REQUIREMENTS/QUALIFICATIONS

ACADEMIC BACKGROUND

• High School Degree. Technical Degree is a plus.

REQUIRED EXPERIENCE

• 0-2 years of related experience.
• Technical background/experience is a plus.

LANGUAGES

• Proficiency in English.
• Proficiency in language relevant for the role (Spanish/German/Portuguese).


SKILLS /COMPETENCIES

• Basic troubleshooting of hardware and software issues.
• Remote diagnostics and guiding customers through problem resolution.
• Product setup, connectivity, and system configuration support.
• Ability to communicate technical information clearly to non-technical users.
• Strong service-oriented mentality and problem-solving ability.
• Excellent oral and written communication skills.
• Strong interpersonal skills, ability to build strong relationships.
• Efficiency at managing demands including prioritization, responsiveness and keeping others informed.
• Ability to be a multi-tasker.
• Confident in a tech environment and comfortable with software.
• Natural team player who contributes to business growth with creativity and collaboration.
• Ability to work autonomously without constant supervision.
• Proficiency with CRM systems (e.g., Salesforce.com).
• General knowledge of Customer Service.
• Computer literacy.
• Microsoft Office (Excel, Word, PowerPoint, Outlook).

WORK ENVIRONMENT DEMANDS

• Extensive sitting, phone and computer use.
• Extended hours may be required.
• Normal office noise level, with occasional moderate noise.
• Ability to perform in a fast-paced, highly customized environment.

Additionally, the position is eligible for a monthly bonus of up to 10% of the monthly base salary.

Align Technology, in addition to statutory benefits, provides a comprehensive set of perks designed to support employee comfort and professional development. Available benefits include, among others: private medical care through Luxmed, a Multisport card, private life insurance, a social fund, meal subsidies, and discounts on company products.

The monthly bonus is awarded based on several criteria, including individual performance and company results. The range of additional benefits may vary depending on the position level, nature of work, and work location.

Align Technology (Poland).pdf