Transforming smiles,
changing lives.
Business Support Engineer
About this opportunity
Align Technology is the industry leader and innovator in medical devices which focuses on revolutionizing the dental and orthodontic industry. Align Technology is looking for a Business Support Engineer as part of the growing software development team in India. This exciting role would be part of a culture that is helping to improve lives every day through digital dentistry
Key Responsibilities
In this role, you will…
- Responsible for effectively, efficiently, and promptly responding to customer support issues, requests, and complaints escalated from first-tier customer support, to achieve customer satisfaction
- Review, coordinate, then resolve customer support-reported issues.
- Develop and deliver multi-reports to cross-functional internal teams based on requirements individually.
- Share production issue handling reports with departmental peers and management weekly
- Escalate any customer or process-impacting issue with internal teams with identified severity in a timely manner
- Competent in the use of company systems to provide support for reported customer issues
- Guide first-tier support team as needed to provide technical/clinical support with end-to-end order processing, payment processing, etc.
- Analyze and deliver commercial department’s requirements in database input with marketing info, client contacts info
- Provide training to first-tier customer support’s regional/global supervisors for upcoming customer improvements as needed
- Accurately and thoroughly document information in the company’s database(s) about each contact they handled following defined parameters
- Propose activities to improve customer satisfaction, business performance and optimize the process.
- Maintain basic knowledge of orthodontic/dental concepts and topics
- Lead and participate in special projects and/or training when requested
- Understand company processes, procedures, and product information/materials
- Other Duties may be assigned
Skills Knowledge & Expertise
In this role, you’ll need …
Qualifications
- A 'can do' attitude, high energy, and creativity are required along with organizational skills and ability to handle multiple tasks.
- Strong interpersonal, oral, written, and visual communication skills, with ability to present findings concisely and effectively.
- Ability to collaborate effectively between multi-departments about objectives, requirements, and design constraints.
- Solid understanding of agile development principles, careful attention to detail, as well as ability to design solutions for multiple product requirements.
- High level of technical aptitude and ability to learn new technical systems and tools quickly.
- Ability to learn software applications quickly
- Ability to consistently follow through with activities to completion
- Ability to perform in a fast-paced environment
- Ability to act and speak with confidence
- Possess a service excellence mindset
- Excellent communication skills in English and Chinese.
Education and Experience
- BA/BS degree or equivalent in information systems or related fields
- 8+ years of working with Windows/MAC software
- 6+ years of good experience with PostgreSQL, MySQL, and MSSQL databases
- 4+ years in server-side languages, including Java and related frameworks
- 4+ years of experience with the software on cloud platforms, including Ali Cloud, Grafana, and AWS, with a deep understanding of design for scalability, performance, and reliability
- Familiar with front-end technology and related frameworks such as HTML5, JavaScript and CSS
- Good knowledge of web service API and other integration technologies
- Effective, professional, and tactful communication with internal/external clients
- Possess a strong customer-focused orientation with good interpersonal skills
- Excellent problem-solving and analytical skills
About Align Technology
Your growth and well-being:
At Align, every smile matters. We are committed to supporting your health, contentment, and professional development through tools and initiatives designed to help you thrive. While benefits may vary by location, you can expect the following wherever you join us:
At Align, every smile matters. We are committed to supporting your health, contentment, and professional development through tools and initiatives designed to help you thrive. While benefits may vary by location, you can expect the following wherever you join us:
- Health and well-being programs to keep you thriving in both body and mind.
- Employee discounts on Invisalign products.
- Learning opportunities though online learning resources and support for your individual development plans.
- Inclusive workspace that fosters diversity and collaboration.
Country-specific details will be shared with you by your recruiter during the interview process.
Discover Align:
At Align Technology, we are a global community of game-changers and smart team players, united by our belief in the power of a smile. Our dynamic team of exceptional employees is dedicated to transforming the industry and creating extraordinary outcomes every day.
Discover Align:
At Align Technology, we are a global community of game-changers and smart team players, united by our belief in the power of a smile. Our dynamic team of exceptional employees is dedicated to transforming the industry and creating extraordinary outcomes every day.
We foster a culture where thinking differently and seeking new experiences are not just encouraged but celebrated. With the Align Mindset, we empower each other, ensuring every voice is heard and valued in an inclusive environment that inspires creativity and collaboration.
As part of our commitment to innovation, Align Technology includes exocad and Cubicure, companies that enhance our offerings and extend our impact to industry transformation.
Eager to learn how we embrace diversity and nurture employee well-being?
Applicant Privacy Policy:
Review our Applicant Privacy Policy for additional information.
Global Diversity Statement:
At Align, we believe in the power of a smile, and we know that every smile is as unique as our employees. As we grow, we are committed to building a workforce rich in diverse cultural backgrounds and life experiences, fostering a culture of open-mindedness and compassion. We live our company values by promoting healthy people and healthy communities, all with the intent of changing millions of lives, one unique smile at a time.
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.
Review our Applicant Privacy Policy for additional information.
Global Diversity Statement:
At Align, we believe in the power of a smile, and we know that every smile is as unique as our employees. As we grow, we are committed to building a workforce rich in diverse cultural backgrounds and life experiences, fostering a culture of open-mindedness and compassion. We live our company values by promoting healthy people and healthy communities, all with the intent of changing millions of lives, one unique smile at a time.
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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