Business Support Engineer

2 weeks ago

Hyderabad, Telangana, India Align Technology Full time
Job Description

Key Responsibilities

In this role, you will:

- Be responsible for effectively, efficiently, and promptly responding to customer support issues, requests, and complaints escalated from first-tier customer support to ensure customer satisfaction.
- Review, coordinate, and resolve customer support-reported issues.
- Develop and deliver multiple reports to cross-functional internal teams based on specific requirements.
- Share production issue handling reports with departmental peers and management on a weekly basis.
- Escalate any customer or process-impacting issues to internal teams with the identified severity in a timely manner.
- Utilize company systems to provide support for reported customer issues.
- Guide the 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 requirements, including database input with marketing and client contact information.
- Provide training to first-tier customer support regional/global supervisors for upcoming customer-focused improvements as required.
- Accurately and thoroughly document information in company databases about each contact handled, following defined parameters.
- Propose activities to improve customer satisfaction, business performance, and optimize support processes.
- Maintain a basic knowledge of orthodontic and dental concepts and topics.
- Lead and participate in special projects and/or training programs as requested.
- Understand company processes, procedures, and product information/materials.

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