Technical Support Engineer, 3D Printing

Socket.dev; Milwaukee (WI); On-site; USD 42,000 - 64,000; Full time

Benefits offered by this job

Equity RSUs

Healthcare coverage

401K matching

Parental Leave

Sabbatical Leave

Out-of-Office plan

Parking & commuter benefits

On-site lunches

Professional development

Culture events

Unlimited 3D prints

Job summary

Formlabs is seeking a Customer Support Specialist to serve as the primary contact for customers across email and phone channels. You will respond within SLAs, log interactions, and provide technical support, diagnosis, and education to help customers stay printing and productive.

You will dispatch parts and guide customers per guidelines, collaborate with Services and product teams on feedback, and continually learn our products to assist both customers and internal teams.

Qualifications

• 1+ years of customer service or hardware support experience.
• High School diploma or equivalent.
• Strong written and verbal empathetic communication skill.

Responsibilities

• Handle customer cases across channels including email and phone conversations with our customers.
• Respond within the published Service Level Agreements, and promise to our customers.
• Log all contacts in cases and provide technical support, diagnosis, and education opportunities to keep devices printing and functioning.
• Dispatch replacement parts, hardware, and software, along with instructions and guidance per business guidelines.
• Work with Services peers and Formlabs teams to be the voice of the customer on software and hardware feedback.
• Learn our products, and print for yourself and for our customers.

Skills

Customer service

Empathetic communication

Education

High School diploma or equivalent

Job description

Formlabs is seeking a Customer Support Specialist to serve as the primary contact for customers across email and phone channels. You will respond within SLAs, log interactions, and provide technical support, diagnosis, and education to help customers stay printing and productive.

You will dispatch parts and guide customers per guidelines, collaborate with Services and product teams on feedback, and continually learn our products to assist both customers and internal teams.