3D Printing Tech Support Specialist

Formlabs; Milwaukee (WI); On-site; USD 42,000 - 64,000; Full time

Benefits offered by this job

Robust equity program

Comprehensive healthcare coverage

401K matching

Parental Leave

Sabbatical Leave

Flexible Out of Office Plan

On-site parking

Healthy on-site meals

Professional development opportunities

3D prints

Job summary

Formlabs is seeking a customer support specialist to be the primary gateway for our customers. You will handle cases through email and phone, provide timely technical guidance, and educate users to keep their Formlabs equipment running smoothly.

You will log interactions, dispatch parts, and work with cross-functional teams to represent the voice of the customer. A background in customer service and strong communication skills are essential for success.

Qualifications

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

Responsibilities

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

Skills

Customer service

Communication

Empathy

Technical support

Hardware troubleshooting

Education

High School diploma

Job description

Formlabs is seeking a customer support specialist to be the primary gateway for our customers. You will handle cases through email and phone, provide timely technical guidance, and educate users to keep their Formlabs equipment running smoothly.

You will log interactions, dispatch parts, and work with cross-functional teams to represent the voice of the customer. A background in customer service and strong communication skills are essential for success.