Digital Technical and Customer Data Support Representative

Ormco; Mexicali; Presencial; MXN 180.000 - 280.000; Jornada completa

Descripción de la vacante

Ormco is seeking a passionate Digital Technical Support representative to join the team, focusing on excellent service and data support. This bilingual role requires hands-on mentality, strong communication, and problem-solving skills within a respectful, teamwork-driven environment.

You will support basic customer requests by phone or email, maintain ERP/CRM data accuracy, and collaborate with Customer Success and Data Analytics to ensure proper data entry and governance, including HIPAA/GDPR

Formación

• Bachelor degree required.
• 2+ years customer service or customer data functions experience.
• Dental and/or orthodontic knowledge is preferred.
• Fluency in professional English speaking and written communications are required.

Responsabilidades

• Develop and foster customer relationships through professional, courteous, and efficient service for all basic customer experience requests by phone or e-mail.
• Ensure the efficient and accurate completion of all basic customer transaction requests including ticket issue resolution and expedited production.
• Resolve customer case status inquiries, concerns and complaints either directly or by referring to another team member as needed.
• Develop and maintain productive, professional cross-functional working relationships.
• Maintain and work within Jira, Insignia and Spark Support CRM e-mail inboxes, addressing emails and incoming Insignia Support calls, in a timely manner.

Educación

Bachelor degree Required

Herramientas

Jira

Oracle ERP

CRM

Microsoft Office

Descripción del empleo

Ormco is searching for a passionate, energetic individual to join the Digital Technical Support team. The focus for the Digital Technical and Customer Data Support Representative will be on providing excellent service and technical support, building and maintaining relationships and working closely and accurately within established guidelines. We are looking for a well-rounded bilingual service professional with a hands‑on mentality as well as outstanding communication and problem‑solving skills. You will be working in an environment based on teamwork, respect, performance, and responsibility. This is a unique opportunity to join a successful business within Envista with growth opportunities.

Primary Duties And Responsibilities

• Develop and foster customer relationships through professional, courteous, and efficient service for all basic customer experience requests by phone or e-mail.
• Ensure the efficient and accurate completion of all basic customer transaction requests including ticket issue resolution and expedited production.
• Resolve customer case status inquiries, concerns and complaints either directly or by referring to another team member as needed.
• Develop and maintain productive, professional cross-functional working relationships.
• Maintain and work within Jira, Insignia and Spark Support CRM e-mail inboxes, addressing emails and incoming Insignia Support calls, in a timely manner.
• Work closely with Customer Success and the Customer Data Analytics Team, to ensure customer address data and new accounts are entered, updated and maintained properly.
• Collaborate with the Manager to comply with data quality KPI metrics, and proactively identifying root cause and participate in countermeasures.
• Contribute to continuous improvement of Insignia Support and data management processes and user enablement.
• Adhere to customer support and data customer data standards, definitions, and business rules.
• Support data governance processes, including HIPAA/GDPR and privacy-related requirements.
• Provide 2nd-level support for customer portal and data issues affecting Customer Care, CRM, ERP, and downstream systems.
• Maintain and update process documentation, standard operating procedures (SOPs), and training materials related to customer data management.
• Act as a utility team player and support tasks or projects for Customer Second Level Support team, and occasional Pricing tasks when Technical tasks bandwith allows.
• Receives and addresses ERP ticket issues, Insignia/Spark/ODB product and service status requests, collaborate with cross-funcitonal departments for further investigation.

Job Requirements

Qualifications

• Bachelor degree Required
• 2+ years customer service or customer data functions experience is strongly preferred.
• Dental and/or orthodontic knowledge is preferred.
• Fluency in professional English speaking and written communications are required.

Education/Experience

• Bachelor degree Required
• 2+ years customer service or customer data functions experience is strongly preferred.
• Dental and/or orthodontic knowledge is preferred.
• Fluency in professional English speaking and written communications are required.

Qualified Applicants Will Possess

• Relentlessly customer focused; uncovers customers’ needs uses these insights to drive problem solving. Balances needs of customers with the needs of the organization.
• Creates followership through collaboration. Creates strong commitment and promotes open dialogue.
• Ability to prioritize tasks in real time and exercise judgment.
• Clear and organized communications skills (written and verbal).
• Proven work ethic demonstrating perseverance and consistency.
• Ability to learn quickly and problem solve according to provided guidelines and templates
• Proven follow-up skills. Knows how to close the loop on open issues. Keeps tabs on multiple projects and completes accordingly.
• Working knowledge of Microsoft Office Suite, including Microsoft Outlook, Word, Excel, Power Point, Jira, Oracle ERP, and CRM.

Operating company:Ormco