Business Support Engineer

Department: Information Technology

Location: 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 India. This exciting role would be part of a culture that is helping to improve lives every day through digital dentistry

Key Responsibilities

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, coordinate, then resolve customer support-reported issues.
• Develop and deliver multi-reports to cross-functional internal teams based on requirements individually.
• Share production issue handling reports with departmental peers and management weekly
• Escalate any customer or process-impacting issue with internal teams with identified severity in a timely manner
• Competent in the use of company systems to provide support for reported customer issues
• Guide first-tier support team as needed to provide technical/clinical support with end-to-end order processing, payment processing, etc.
• Analyze and deliver commercial department's requirements in database input with marketing info, client contacts info
• Provide training to first-tier customer support's regional/global supervisors for upcoming customer improvements as needed
• Accurately and thoroughly document information in the company's database(s) about each contact they handled following defined parameters
• Propose activities to improve customer satisfaction, business performance and optimize the process.
• Maintain basic knowledge of orthodontic/dental concepts and topics
• Lead and participate in special projects and/or training when requested
• Understand company processes, procedures, and product information/materials
• Other Duties may be assigned
  
  

Skills Knowledge & Expertise

In this role, you'll need …

Qualifications

• 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 between multi-departments 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.
• Ability to learn software applications quickly
• Ability to consistently follow through with activities to completion
• Ability to perform in a fast-paced environment
• Ability to act and speak with confidence
• Possess a service excellence mindset
• Excellent communication skills in English and Chinese.
  
  

Education And Experience

• BA/BS degree or equivalent in information systems or related fields
• 8+ years of working with Windows/MAC software
• 6+ years of good experience with PostgreSQL, MySQL, and MSSQL databases
• 4+ years in server-side languages, including Java and related frameworks
• 4+ years of experience with the software on cloud platforms, including Ali Cloud, Grafana, 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
• Effective, professional, and tactful communication with internal/external clients
• Possess a strong customer-focused orientation with good interpersonal skills
• Excellent problem-solving and analytical skills
  
  

Applicant Privacy Policies

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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.