iTero Onboarding and Technical Support Specialist

Transforming smiles, changing lives

At Align Technology, we believe a great smile can transform a person’s life, so we create technology that gives people the confidence to take on whatever’s next. We revolutionized the orthodontic industry with the introduction of the Invisalign system, and we have never lost sight of that spirit of innovation. Our diverse and collaborative teams are constantly pushing the boundaries of what’s possible.

As an iTero Onboarding and Technical Support Specialist, you will work with customers via tickets, phone, or email to support new scanner installations and technical issues, including upgrades, basic networking, scanning assistance, parts and delivery status, and initial troubleshooting of hardware or navigation issues.

Key Responsibilities

• Provide remote technical troubleshooting support and coordinate on-site hardware repairs when required, communicating technical issues in a clear and customer-friendly manner.
• Serve as the primary liaison between customers and leasing partners, guiding clients through the iTero leasing process and ensuring accurate completion of financial documentation.
• Manage and monitor customer accounts, ensuring timely resolution of inquiries received via email, support tickets, and inbound/outbound calls.
• Coordinate equipment shipments, ensuring all shipments are scheduled, processed, and dispatched in compliance with applicable regulations and internal policies.
• Support customers and internal stakeholders with required documentation, including pro-forma invoices, return authorizations, and other operational paperwork.
• Initiate and manage Return Material Authorization (RMA) processes to ensure efficient handling of equipment returns and replacements.
• Maintain accurate records of customer interactions, support activities, and case updates within relevant systems.
• Contribute to the continuous improvement of team knowledge bases, documentation, processes, and operational procedures.
• Assist with additional administrative and operational activities to support team objectives and business needs.
• Complete assigned follow-up actions and tasks in a timely and professional manner to ensure a high level of customer satisfaction.

Skills, Knowledge & Expertise

• You have 2-4 years of experience in a similar role, ideally within a fast-growing international organization.
• Experience working with medical devices or other technical equipment is preferred.
• You possess excellent written and verbal communication skills in English and the local language. Additional language skills are a plus.
• Familiarity with import and export regulations is advantageous.
• You have experience using Salesforce.com and/or SAP.
• You have a solid understanding of Microsoft Windows operating systems and are confident troubleshooting technical issues. Knowledge of Apple macOS is a plus.
• You possess a good understanding of networking concepts and can troubleshoot issues across various web browsers.
• You demonstrate a strong customer-focused mindset and are committed to delivering an outstanding customer experience.
• You are a highly effective communicator with excellent presentation, correspondence, and influencing skills.
• You can successfully manage multiple priorities, respond effectively to changing demands, and keep stakeholders informed.
• You build and maintain strong relationships through effective stakeholder management, both internally and externally.
• You have strong problem-solving skills, pay close attention to detail, and take ownership of your work.
• You bring a proactive, can-do attitude and a high level of accountability.
• You understand the importance of acting with an appropriate sense of urgency while maintaining quality.
• You thrive in a collaborative environment and enjoy being part of a high-performing team.