Customer Support Representative, iTero

Join a team that is changing millions of lives.

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.

Ready to join us?

About this opportunity

The is a permanent full time position that involves providing support to dentists, orthodontists and their office staff. Experience in customer service in healthcare or other regulated industry is highly desired.

The successful candidate must be effective in collaborating with the Customer Support, Sales, Marketing and Clinical teams.

In this role, you will…

Responsible for effectively, efficiently and promptly responding to customer enquiries, requests and complaints received via phone, e-mail or mail to achieve customer satisfaction

Collaborate with internal and external teams to support consumers, dentists, and orthodontists

Ensure timely resolution to customer contact issue whether it is an email, inbound or outbound call

Accurately and thoroughly document information in the company’s database(s) about each contact handled (email, inbound and outbound calls), followed defined parameters

Generate the appropriate task, assignment; follow up, note or resolution for each contact

Troubleshoot issues end-to-end—working with the dentist and orthodontist to resolve situations

Recommend ways to better support consumers, dentists and orthodontists

Be alert to trends in requests and issues reported by customers

Research information to answer enquiries from customers and share learning with departmental peers and management

Meet departmental standards for personal and team performance metrics

Adapt to changing departmental or job responsibilities

Possess comprehensive knowledge of company procedures and product information/materials

Interact with customers and fellow employees in a timely, patient, tactful and professional manager

Handle difficult or sensitive issues following department guidelines

Propose ideas for procedures and processes to improve service and customer satisfaction, and overall department improvements

Comply with all safety policies, practices and procedures

Provide support to audit processes and quality management system as required

In this role, you’ll need …

EDUCATION and/or EXPERIENCE

Proven customer service experience

At least 3 years as a customer service representative or related experience preferred

Dental industry experience is an advantage.

COMPUTER SKILLS

Intermediate computer knowledge: MS Word, Excel, Powerpoint & CRM

Ability to learn software applications

OTHER SKILLS AND ATTRIBUTES

Independent

Able to work autonomously

Sound like a good fit?

Great! Click the “Apply” link to let us know you are interested. Not the right fit? Don’t worry, Align is quickly growing so we are creating more opportunities to expand our Align family. Please consider joining our Talent Network to receive notifications about future jobs or sharing this opportunity with others in your network.

About Align

Align Technology is a publicly traded medical device company that is transforming smiles and changing lives. Our global team of talented employees develop innovative technology, tools and treatment options to help dental professionals worldwide achieve the clinical results they expect. Our digital ecosystem combines the power of technology to create beautiful smiles through the integration of AI and machine learning, digital imaging and visualization, biomechanics and material science to develop the Invisalign system, the most advanced clear aligner system in the world; iTero Intraoral Scanners and OrthoCAD digital services. Did you know? Align is the world’s largest manufacturer of custom 3D-printed materials.

By joining Align, you will be part of a global, fast-growing company in one of the most dynamic industries. Great people, innovative technologies, and meaningful work – these are just some of the things employees say make Align Technology a great place to work.

We respect your privacy. Please review our Applicant Privacy Policies 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 will continue building a workforce of diverse cultural backgrounds and life experiences and fostering a culture of open-mindedness and compassion for all our employees. 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.

US EEO Statement:

Align Technology is an equal opportunity employer. We recruit, employ, train, compensate and promote regardless of race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, age, veteran or disability status.