Optical Support Specialist - Technical & Customer Care

Nobel Biocare; Madison (WI); On-site; USD 30,000 - 37,000; Full time

Benefits offered by this job

Annual bonus

Medical/dental/vision benefits

401K match

Job summary

Nobel Biocare in Madison, WI is seeking an Optical Support Representative to respond to customer inquiries by phone and email, process orders, and troubleshoot optical issues. You will work onsite and collaborate with multiple departments to ensure accurate, timely support and customer satisfaction.

The role emphasizes data accuracy, cross-functional coordination, and ongoing adherence to department KPIs. A background in optics or ABO certification is a plus; experience with Oracle ERP is

Qualifications

• High school diploma or equivalent required.
• 1 year of relevant customer service experience required.
• International customer service experience preferred.
• Optical background preferred.

Responsibilities

• Answers inbound customer calls and emails related to orders, status, product information, or pricing.
• Monitors emails and meets department goals while providing excellent service.
• Processes orders and complaints in ERP system (Oracle).
• Collaborates with logistics, regulatory, supply chain, and sales to resolve issues.
• Creates and maintains customer accounts.
• Participates in KPI meetings and meets performance metrics.
• Resolves technical issues over phone or video and prepares RMAs as needed.
• Uses optical knowledge to resolve complex issues for customers and reps.

Skills

Microsoft Office (Outlook, Word, Excel

Customer service

English communication

Data entry

Problem solving

Training others

Technical troubleshooting

ERP navigation

Education

High school diploma or equivalent

1 year customer service experience

ABO certification preferred

Tools

Oracle ERP

Job description

Nobel Biocare in Madison, WI is seeking an Optical Support Representative to respond to customer inquiries by phone and email, process orders, and troubleshoot optical issues. You will work onsite and collaborate with multiple departments to ensure accurate, timely support and customer satisfaction.

The role emphasizes data accuracy, cross-functional coordination, and ongoing adherence to department KPIs. A background in optics or ABO certification is a plus; experience with Oracle ERP is