Product Support Specialist (HelpDesk Team) (m/w/d)
Join to apply for the Product Support Specialist (HelpDesk Team) (m/w/d) role at exocad America Inc.
Product Support Specialist (HelpDesk Team) (m/w/d)
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Join to apply for the Product Support Specialist (HelpDesk Team) (m/w/d) role at exocad America Inc.
This range is provided by exocad America Inc.. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.
Base pay range
$45,000.00/yr - $65,000.00/yr
Direct message the job poster from exocad America Inc.
Head of HR and Project Manager at exocad GmbH
As a member of our HelpDesk Team, the Product Support Specialist is an expert in using our exocad software products. Your primary role will be to provide exocad’s end users with world-class technical and product support. You will also collaborate with our Sales Team during pre-sales activities and work closely with our Application Support Team. You will receive comprehensive training and ongoing support from your colleagues. Please note that this position requires travel to events and customer sites.
Key Responsibilities
* Triage and resolve technical support issues related to all aspects of our products via chat, email, and phone consultations—primarily from end users and partners.
* Be responsible for documenting, analyzing, and driving the resolution of customer concerns.
* Collaborate with engineering teams to address complex technical issues.
* Continuously update and expand your technical expertise.
* Provide flexible support for EST and PST time zones as part of a global on-call coverage team.
* Deliver professional and patient training on exocad software products, regardless of the customer’s technical level.
* Create training content and deliver presentations both online and in person to audiences of varying sizes.
* Travel approximately 10–30%, both domestically and internationally, for trade shows and customer training.
Skills, Knowledge & Expertise
* A bachelor’s degree or equivalent professional experience in a relevant field.
* 5+ years of experience with CAD/CAM dental software (required; ideally with exocad software).
* A dental background as a dental laboratory or clinical technician (required).
* Solid computer skills, including software installations and proficiency in common Windows applications (required).
* Proven experience in Help Desk, Technical Support, or Systems Support within a dental lab, manufacturing, or practice environment (required).
* Strong verbal and written communication skills, with the ability to convey complex technical information clearly and effectively (required).
* Familiarity with CRM systems and databases (required).
* The ability to multitask and respond effectively to urgent situations (highly desired).
* Additional language skills in Spanish, French, and/or Korean are a plus.
* Stable employment with the market leader in a resilient industry.
* An international working environment with strong team spirit.
* 401(k) program.
* Health, dental, and vision insurance.
* Employee referral programs.
* Paid vacation, sick leave, and comp time.
* Competitive salary based on experience.
Want to join?
If this position excites you and fits your qualifications and professional goals, we look forward to receiving your application.
Please use our online form to apply:
https://jobs.aligntech.com/postings/2d52732c-7f7c-447e-8dec-2fa18bc3e339/applications/new
Seniority level
* Seniority level
Associate
Employment type
* Employment type
Full-time
Job function
* Job function
Health Care Provider, Information Technology, and Customer Service
* Industries
Software Development
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