The Onboarding & Technical Support Representative is responsible for delivering high-quality customer experience during the onboarding, installation and early usage phase of iTero technology. This role supports customers from purchase through installation and clinical readiness, providing technical troubleshooting, coordination of logistics, and guidance on system setup, software use, and connectivity requirements. The position involves close collaboration with internal teams and external partners to ensure timely issue resolution, accurate documentation, and smooth equipment delivery.
PRIMARY DUTIES AND RESPONSIBILITIES:
- Work with customers via tickets, phone or e-mail about new scanner installation/registration or technical issue, SW upgrades, basic networking, Scanning Assistance, parts and scanner delivery status information, basic clinical questions related to software inquiry / navigation assistance, strong software or hardware failure identification, call back requests and others.
- Ability to communicate technical issues in an easily understood manner.
- Provide remote hardware repairs on site. Act as a point of contact between the client and the leasing company. Guide the client through the entire leasing process, ensuring that financial documents are complete and accurate.
- Manage and monitor customer accounts.
- Review shipments in the region and ensure they are scheduled, handled, and dispatched in accordance with regulations.
- Ensure timely resolution to customer contact issue whether it is an e-mail, tickets, inbound or outbound call.
- Update and complete tasks that have been assign by the supervisors or managers, aside from those received via phone or email, such as complaint follow-ups, reassigned calls, etc.
- Coordinate shipment of equipment and ensure the effective fulfilment of objectives and deadlines assigned to the group.
- Assisting internal customers with necessary documentation (e.g. pro-forma invoice, RA, documentation).
- Contribute to and maintenance of the shared team knowledge base and procedures.
- Coordinate shipment of equipment and ensure the effective fulfilment of objectives and deadlines assigned to the group.
- Initiate the Return Material Authorization (RMA) process.
- Conduct Admin related tasks whenever necessary.
- Perform other duties as assigned.
MINIMUM QUALIFICATIONS:
EDUCATION:
- Minimum of bachelor’s degree preferred.
EXPERIENCE:
- 2-4 years of experience in a similar role for a fast-growing international company. Experience working with medical or other equipment preferred
- Excellent written and verbal communication skills in English and French language. Any other additional language is a plus.
- Experience working with import and export regulations is preferred.
- Experience with Salesforce.com and/or SAP would be considered as a plus.
- A good understanding of and ability to troubleshoot MS Windows Operating Systems. Knowledge of Apple Macintosh is a plus
- A good understanding of networking concepts and ability to troubleshoot different web browsers.
REQUIRED SKILLS AND ABILITIES:
- Customer focused.
- Highly effective communicator.
- Strong oral and written communication skills (presentations and correspondence, influencing skills).
- Efficient at managing competing demands including prioritization, responsiveness and keeping others informed.
- Effective stakeholder management skills – internal and external.
- Solid problem-solving ability and ability to manage details.
- High sense of accountability for one’s tasks and can-do attitude.
- Appropriate sense of urgency.
- Team player.
- Analytical, strategic, and business acumen.
