• Support transfer customer inquiries from Global Customer Care through available communication channels while ensuring process compliance.
• Upgrade automatically generated cases through targeted inquiries as per process specifications.
• Create cases in the CRM system for Laboratory Materials, Digital, or Clinical sectors.
• Direct non-regulatory cases to the appropriate sub-process.
• Provide process-compliant support for various levels of system impairments, from minor (Class I) to severe (Class II) and critical (Class III).
• Offer customer support and problem-solving in local or English (additional languages optional) in collaboration with other support locations.
• Follow process compliance (according to WI or other specifications) to trigger sub-processes and find solutions within the CRM system.
• Collaborate with internal third-level support, such as developers or external partners, when solutions are unsuccessful.
• Maintain complete and accurate case records in the CRM system following established processes.

Qualifications:

• Engineering graduate, 4-year course, Dental Assistant, Commercial Training. For Clinical support, Dentistry graduates with 5 years of experience.
• 2–3 years’ experience in dealing with customer/telephone support.
• Knowledgeable in CRM systems, MS Office.
• Knowledgeable in the following:
• 3Shape Dental System / TRIOS / 3Shape Unite / 3Shape Scanners
• Designing [basic or advanced and how many units (teeth) per day of Crowns, veneers, implants, Digital Dentures.
• Digital CAD workflow: Creation of order form > Scanning from 3Shape Scanners or import of scans from 3rd party Scanners > Design > Milling / 3D Printing / Laser Sintering.
• Minor troubleshooting of 3Shape Communicate System (Good to have).
• Basic-advanced Windows troubleshooting (firewall/path files/software installation).
• Knows basic dental terminologies (Tooth numbering Systems/Nomenclature, Anatomy and Morphology of a tooth).
• Differences and uses of Dental Laboratory Materials.