Technical Support Representative

Department: Customer Support

Employment Type: Full Time

Location: EMEA-France

Description

This role is ideal for technically savvy professionals with strong problem-solving skills and a customer-focused mindset. As a Technical Support Representative, you will be the first line of support for dental professionals using our iTero products. You'll handle technical inquiries, resolve software and hardware issues, and ensure a seamless customer experience through remote support and clear, solution-oriented communication. Your ability to troubleshoot, document accurately, and collaborate across teams will be key to maintaining high service standards.

Role expectations

• based tools, hardware, and connectivity.
• Provide remote desktop support to dental professionals, guiding them through technical issues in a clear and supportive manner.
• Monitor, manage, and close support tickets using Salesforce.com and internal systems, ensuring adherence to SLA response and resolution times.
• Respond to inquiries via phone, email, and team inboxes, maintaining a professional and proactive communication style.
• Escalate complex or unresolved issues to higher-tier support teams or management as needed.
• Maintain and contribute to internal knowledge bases, FAQs, and process documentation to support continuous learning and team efficiency.
• Collaborate with internal departments and distribution partners across Europe and Asia Pacific to resolve customer issues effectively.
• Support onboarding and training of new Technical Support team members or colleagues from other departments when required.
• Identify and suggest improvements to tools, processes, or service workflows to enhance the overall customer experience.

What we're looking for

• High school diploma required; college degree highly preferred.
• 1-2 years of experience in technical support, help desk, or customer service-ideally in healthcare, medical devices, or a regulated industry.
• Strong troubleshooting skills, with working knowledge of:
  • Windows OS and browser configurations (e.g. Internet Explorer 8-10, Chrome, Safari)
  • Basic networking concepts
  • Remote desktop tools
• Ability to clearly explain technical issues to non-technical users, with a customer-first mindset.
• Experience using Salesforce.com or similar ticketing systems is a strong plus.
• Proactive, solution-oriented attitude with a willingness to learn and contribute to team success.
• Language requirements: Native-level French and strong verbal and written English communication skills.
• Availability to work onsite, 5 days per week.