Associate Customer Care Representative II

Align Technology, Inc.; Town of Poland (NY); On-site; USD 20,000 - 23,000; Full time

Benefits offered by this job

Private medical care

Multisport card

Private life insurance

Social fund

Meal subsidies

Discounts on company products

Job summary

Align Technology, Inc. seeks an Associate Customer Care Representative II to assist customers with technical issues related to Align products across pre-sales and post-sales activities. You will handle requests via phone, email, chat and SMS, validate accounts, and document interactions in the CRM.

With a focus on quality, you will follow guidelines, escalate when needed, and work to resolve cases promptly. Proficiency in English is required; Polish language skills are a plus in Poland.

Qualifications

• High School Degree is required.
• Proficiency in English is required; Polish language skills are a plus.
• Experience with CRM systems and basic hardware/software troubleshooting preferred.

Responsibilities

• Interact with customers to provide technical assistance for Align products.
• Document all interactions in the CRM and ensure accurate case records.
• Escalate issues to the appropriate team when needed and track resolutions.

Skills

Technical troubleshooting

CRM proficiency

English proficiency

Communication skills

Remote diagnostics

Problem solving

Education

High School Degree

Tools

Salesforce.com

Job description

Associate Customer Care Representative II

Department: Customer Support

Employment Type: Full Time

Location: EMEA-Poland

Compensation: zł7,200 / month

Description

The Associate Customer Care Representative II should interact with customers, company sales and/or service representatives to provide technical assistance regarding Align products. This role involves handling a variety of technical support tasks related to both pre-sales and post-sales activities. Receive customer requests through phone, email, chat and SMS, validate customer account, support, and document interactions in the CRM database. We should ensure appropriate resolution and/or escalation to the correct team in case needed. Handle requests such as but not limited to troubleshooting technical issues, performing remote diagnostics, and guiding customers through basic problem resolution steps. Managing requests such as product setup, connectivity issues, software updates, system configurations, and equipment replacements. Comply with the established Quality guidelines for the business. Accountable to review and complete all courses required in the Quality Management System (QMS). Adhere to Company Quality Policy.

Key Responsibilities

• Adapt to Customer Advocacy culture and responsibilities defined on the WIs and SOPs.
• Be responsible for handling all customer interactions with professionalism and within the defined response timeframe.
• Follow up on their cases until proper resolution.
• Document all interactions including all details required in the correspondent CRM.
• Report on complaints and product safety.
• Achieve a consistent performance considering all KPIs requirements.
• Comply with deadlines on QMS courses.
• Adherence to company quality policies and guidelines.

Skills, Knowledge & Expertise

REQUIREMENTS/QUALIFICATIONS

• High School Degree. Technical Degree is a plus.

REQUIRED EXPERIENCE

• 0-2 years of related experience.
• Technical background/experience is a plus.

LANGUAGES

• Proficiency in English.
• Proficiency in language relevant for the role (Spanish/German/Portuguese).

SKILLS /COMPETENCIES

• Basic troubleshooting of hardware and software issues.
• Remote diagnostics and guiding customers through problem resolution.
• Product setup, connectivity, and system configuration support.
• Ability to communicate technical information clearly to non-technical users.
• Strong service-oriented mentality and problem-solving ability.
• Excellent oral and written communication skills.
• Strong interpersonal skills, ability to build strong relationships.
• Efficiency at managing demands including prioritization, responsiveness and keeping others informed.
• Ability to be a multi-tasker.
• Confident in a tech environment and comfortable with software.
• Natural team player who contributes to business growth with creativity and collaboration.
• Ability to work autonomously without constant supervision.
• Proficiency with CRM systems (e.g., Salesforce.com).
• General knowledge of Customer Service.
• Computer literacy.
• Microsoft Office (Excel, Word, PowerPoint, Outlook).

WORK ENVIRONMENT DEMANDS

• Extensive sitting, phone and computer use.
• Extended hours may be required.
• Normal office noise level, with occasional moderate noise.
• Ability to perform in a fast-paced, highly customized environment.

Job Benefits

Additionally, the position is eligible for a monthly bonus of up to 10% of the monthly base salary.

Align Technology, in addition to statutory benefits, provides a comprehensive set of perks designed to support employee comfort and professional development.

• private medical care through Luxmed
• a Multisport card
• private life insurance
• a social fund
• meal subsidies
• discounts on company products

The monthly bonus is awarded based on several criteria, including individual performance and company results. The range of additional benefits may vary depending on the position level, nature of work, and work location.

Zachęcamy do zapoznania się z naszą Procedurą Sygnalistów. Szczegółowe informacje znajdziesz, klikając w poniższy link:

Align Technology (Poland).pdf