Technical Support Engineer (2+ yrs exp., US timezone-10pm to 6am; work from office in Hyderabad)
Technical Support Engineer - Customer Support
SprintRay is looking for a Technical Support Engineer to join our energetic and diverse team who will share our passion for solving problems and building strong relationships with our partners and customers around the world. You will resolve customers' technical challenges within a call center environment. In this position, you will be working within a team of representatives managing customer experience through a call center. It requires keeping a pulse on the voice of our customers to understand field issues, prioritize tasks, and manage your time efficiently. The candidate needs to understand systems thinking and troubleshooting that supports the workflow associated with the SprintRay products while possessing a great attitude and enjoying working with others in a growth environment. The ideal candidate will have competency within two of three skills within customer service call centers, 3D Printing, and/or dentistry workflow. The position will offer work from office in Hyderabad, India
Job Duties and Responsibilities:
- Provide excellent and efficient support on SprintRay software, hardware (3D Printers & post-processing equipment), and design services via online sessions, telephone, email, and occasional on-site events.
- Managing customer support cases: collect all relevant information from customers according to the company's policies and procedures
- Resolve complicated customer issues where possible by identifying issues at appliance design, hardware, and software levels using root cause analysis methodology
- Manage pipeline of cases efficiently
- Identify, prioritize, and establish options for issues reported by customers
- Escalate trending customer feedback internally to Technical Manager and internal teams such as R&D, Quality, and Product Development,
- Occasional travel may be required for training or other company-related events
Key Qualifications:
- 2+ years’ experience in a customer/technical support role, including troubleshooting electromechanical equipment
- High level networking, Windows, and MacOS skills
- Fluency in English; verbal and written skills
- Experience managing support cases within CRM platforms
- Excellent communication skills
- Attention to detail and time management
- Candidates with the following backgrounds will be considered with priority:
- Engineering or a Technical Degree is a big plus
- 3D printing experience
- Prior experience in the dental field (lab, dental school, dental office)
Sprintray is an equal opportunity employer.
Location - Onsite, Hyderabad
Work Time - 10 pm - 6 am IST
About SprintRay:
SprintRay is a highly collaborative environment where innovative people have the freedom to satisfy their curiosity by finding creative solutions to hard problems. If you are a relentless problem solver who wants to shape the future of 3D printing, join SprintRay! Together, we can revolutionize the next 100 years of manufacturing and empower future generations of doctors, designers, and makers all over the world.
To All Recruitment Agencies:
Without a written agreement signed by an officer of SprintRay: a) SprintRay does not accept resumes from recruiting agencies, headhunters, or any other party expecting payment in the event SprintRay speaks with or hires a candidate from such submitted resume; b) SprintRay is not responsible for any fees related to unsolicited resumes or related Terms of Service, and c) Unsolicited resumes received will be considered the property of SprintRay and will be processed accordingly.
What We Do
As the innovation and sales leader in a hyper-competitive field, SprintRay profoundly influences the overall direction of the 3D dental printing industry. It is also a 2022/2023 Great Place to Work®. When you join the SprintRay employee family, your expertise and talents merge with those of highly competent colleagues who share your passion for elegant design, constant improvement and application of best practices in manufacturing, and incorporating additive manufacturing and AI into digital hardware production and services. Professionals in every division work together to contribute both quantitatively and intangibly to their company’s success, whether they’re involved with marketing SprintRay products and services, developing new resins or 3D printing components, customer service, or ensuring a friendly workplace. A generous benefits package helps maintain a healthy work-life balance and personal harmony. The rewards for helping SprintRay become the name synonymous with 3D digital dental printing go beyond standard compensation packages as measured by stock options that allow employees to capitalize generously from their hard work.
As a Brand Ambassador, multiple Gold Medal sprinter and World Record holder Usain Bolt is the living embodiment of the unique status of SprintRay as the trailblazer and pacesetter in pioneering end-to-end 3D printing ecosystems for dental professionals. Above all else, Usain’s philanthropic work in his native Jamaica exemplifies the compassion and humanity SprintRay actively cultivates in its workers worldwide. Tell us how you will help us sustain our market leadership and make the world a better place.
Why Work With Us
SprintRay employees collaborate with thought leaders in the dental industry to bring the convenience, comfort and health benefits of 3D printing to individuals and families around the world. While global access to technological breakthroughs are Priority 1, SprintRay also includes the happiness and welfare of its workers in its overall mission.
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