Customer Support Technical Representative

Customer Support Technical Representative

SprintRay is looking for a Customer Support Technical Representative to join our energetic and diverse team who will share our passion for solving problems and building strong relationships with our partners and customers around the world. You will resolve customers' technical challenges within a call center environment. In this position, you will be working within a team of representatives managing customer experience through a call center. It requires keeping a pulse on the voice of our customers to understand field issues, prioritize tasks, and manage your time efficiently. The candidate needs to understand systems thinking and troubleshooting that supports the workflow associated with the SprintRay products while possessing a great attitude and enjoying working with others in a growth environment. The ideal candidate will have competency within two of three skills within customer service call centers, 3D Printing, and/or dentistry workflow. The position will offer office or Home Base options, office location in Los Angeles, CA.

Job Duties and Responsibilities:

• Provide excellent and efficient support on SprintRay software, hardware (3D Printers & post-processing equipment), and design services via online sessions, telephone, email, and occasional on-site events.
• Managing customer support cases: collect all relevant information from customers according to the company's policies and procedures
• Resolve complicated customer issues where possible by identifying issues at appliance design, hardware, and software levels using root cause analysis methodology
• Manage pipeline of cases efficiently
• Identify, prioritize, and establish options for issues reported by customers
• Escalate trending customer feedback internally to Technical Manager and internal teams such as R&D, Quality, and Product Development,
• Occasional travel may be required for training or other company-related events

Key Qualifications:

• 5+ years’ experience in a customer/technical support role, including troubleshooting electromechanical equipment
• Engineering degree and 3D printing experience both a big plus
• High level networking, Windows, and MacOS skills
• Prior experience working in the dental field (lab, dental school, dental office)
• Experience managing support cases within CRM platforms
• Excellent communication skills
• Attention to detail and time management

Sprintray is an equal opportunity employer.

Location - Onsite, Hyderabad 

Work Time - 6 pm - 4 am IST