3D Printing Support Specialist

Ellenco Estágios e Treinamentos; Milwaukee (WI); On-site; USD 40,000 - 52,000; Full time

Benefits offered by this job

RSUs equity program

Comprehensive healthcare

401K matching

Parental Leave

Sabbatical Leave

On-site parking

Commuter benefits

Free 3D prints

Job summary

Formlabs is seeking a customer support professional to serve as the primary gateway for customers, providing expert guidance and education to ensure a positive experience with our 3D printing products. You will handle cases across email and phone, respond within SLAs, and guide users from troubleshooting to resolution.

You will print samples, learn products, and help keep customers printing. We offer equity in RSUs, comprehensive healthcare, 401K matching, generous parental and sabbatical leave,

Qualifications

• 1+ years of customer service (contact center, field services) or hardware support experience.
• High School degree or equivalent.
• Strong written and verbal empathetic communication skill.

Responsibilities

• Accept and work on customer cases through multiple channels, including email and phone.
• Respond within the published Service Level Agreements stated to customers.
• Log all contacts in cases and provide technical support, diagnosis, and customer education to keep products printing and machines working.
• Dispatch replacement parts, hardware, and software with instructions per guidelines.
• Collaborate with Services peers and Formlabs teams to voice customer feedback on software/hardware.
• Learn products and print for yourself and for customers.

Skills

Customer service

Education

High School diploma

Job description

Formlabs is seeking a customer support professional to serve as the primary gateway for customers, providing expert guidance and education to ensure a positive experience with our 3D printing products. You will handle cases across email and phone, respond within SLAs, and guide users from troubleshooting to resolution.

You will print samples, learn products, and help keep customers printing. We offer equity in RSUs, comprehensive healthcare, 401K matching, generous parental and sabbatical leave,