Business Support Engineer
- Align Technology
- 1 - 3 years
- Hyderabad
- 27 days ago
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Job Description
Department: Information TechnologyLocation: APAC-India-IT Delivery Center Hyderabad
Description
About this opportunity
Align Technology is the industry leader and innovator in medical devices which focuses on revolutionizing the dental and orthodontic industry
Align Technology is looking for a Business Support Engineer as part of the growing software development team in China
This exciting role would be part of a culture that is helping to improve lives every day through digital dentistry
Role expectations
In this role, you will?
Responsible for effectively, efficiently and promptly responding to customer support issues, requests and complaints escalated from first tier customer support, to achieve customer satisfaction
Review customer support reported issues in special business support queue and received support team e-mail every day and respond, resolve and escalate in timely manner
Provide reports to cross functional internal team on daily and weekly basis to help process stuck cases into the system(s)
Share production issue handling report with departmental peers and management on weekly basis
Escalate any customer or process impacting issue with internal teams with identified severity in timely manner
Competent in the use of company systems to provide support for reported customer issues
Assist first tier support team as needed to provide technical/clinical support with end to end Invisalign order processing, payment processing etc Support sales and marketing department in database input with marketing info, client contacts info
Provide training to first tier customer supports regional/global supervisors for upcoming customer improvements as needed
Accurately and thoroughly document information in the companys database(s) about each contact they handled following defined parameters
Participate in activities designed to improve customer satisfaction and business performance, Maintain a basic knowledge in orthodontic/dental concepts and topics
Participate in special projects and/or training when requested
Possess comprehensive knowledge of company processes, procedures and product information/materials
Other Duties may be assigned
What We're Looking For
In this role, youll need ?
A 'can do' attitude, high energy, and creativity are required along with organizational skills and ability to handle multiple tasks, Strong interpersonal, oral, written, and visual communication skills, with ability to present findings concisely and effectively, Ability to collaborate effectively with developers, program management, and marketing about objectives, requirements and design constraints, Solid understanding of agile development principles, careful attention to detail, as well as ability to design solutions for multiple product requirements, High level of technical aptitude and ability to learn new technical systems and tools quickly, BA/BS degree or equivalent in information systems or related fields
6+ years in working with Windows software
5+ years of good experience with PostgreSQL, MySQL, MSSQL databases
3+ years in server-side languages including Java and related frameworks
3+ years of experience with software on cloud platforms including Heroku and AWS with a deep understanding of design for scalability, performance and reliability
Familiar with front-end technology and related frameworks such as HTML5, JavaScript and CSS
Good knowledge of web service API and other integration technologies
Ability to communicate effectively and professionally and in a tactful manner with internal/ external customers
Possess a strong customer focused orientation with good interpersonal skills
Excellent problem solving and analytical skills
Ability to learn software applications quickly
Ability to consistently follow through activities to completion
Ability to perform in a fast-paced environment
Ability to act and speak with confidence
Possess a service excellence mind-set
Excellent communication skills in English, Applicant Privacy Policies
Review our Applicant Privacy Policies for additional information, Global Diversity Statement
At Align, we believe in the power of a smile, and we know that every smile is as unique as our employees
As we grow, we are committed to building a workforce rich in diverse cultural backgrounds and life experiences, fostering a culture of open-mindedness and compassion
We live our company values by promoting healthy people and healthy communities, all with the intent of changing millions of lives, one unique smile at a time, Equal Opportunity Statement
Align Technology is an equal opportunity employer
We are committed to providing equal employment opportunities in all our practices, without regard to race, color, religion, sex, national origin, ancestry, marital status, protected veteran status, age, disability, sexual orientation, gender identity or expression, or any other legally protected category
Applicants must be legally authorized to work in the country for which they are applying, and employment eligibility will be verified as a condition of hire,
Job Classification
Industry: Medical Services / HospitalFunctional Area / Department: Engineering - Software & QARole Category: DBA / Data warehousingRole: Database AdministratorEmployement Type: Full timeContact Details:
Company: Align TechnologyLocation(s): Hyderabad+ View Contact
Keyskills: problem solvingagile server postgresql ms sql database design mysql
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Align Technology
Align Technology is a global medical device company with industry-leading innovative products -- Invisalign clear aligners and iTero Intraoral scanners -- that help dental professionals achieve the clinical results they expect and deliver effective, cutting-edge dental options to their patients.
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