Customer Support Associate

About LightForce

LightForce is a 3D printing technology company focused on the orthodontic space. Our digital platform empowers orthodontists with fully customized, 3D-printed tooth-moving tools. In 2019, we launched their first product – the world’s only, fully customized 3D printed bracket system and digital treatment software. We are proud to be one of the fastest growing companies in the industry. Learn more at www.lf.co

Description

As a Customer Support Associate, you will handle questions, requests, complaints, and feedback from internal and external customers via chat, phone, and email. You will successfully resolve cases with multiple tasks and coordinate with other departments to resolve them while maintaining an excellent customer experience.

Essential Duties and Responsibilities

• Interact with internal and external customers to provide and process information in response to inquiries, concerns, and requests about products and services.
• Research required information using available resources.
• Work with other Business Areas to resolve user inquiries.
• Follow standard processes and procedures.
• Follow up and outreach to customers whenever necessary.
• Stay current with system, product, and process changes and updates.
• Comply with the department’s productivity and QA metrics.
• Handle sensitive or confidential customer data in a professional, responsible manner.
• Complete any special project assignments and assist other departments during lower customer contact periods.
• Support additional tasks as required.

Education and Experience 

• 40 WPM minimum typing speed
• Must possess a High School Diploma, Vocational Diploma / Short Course Certificate, or bachelor’s degree, in any field.
• 2 years of experience in a customer-facing position.
• Must be up to date with all LMS courses and the Lightforce Certifications (internal candidates only)

Required Qualifications

• English – Spanish Language (C1 or above).
• Excellent communication skills: listening, written, and verbal.
• Good presentation and a polite, tactful, and friendly character
• No disciplinary actions in the last 6 months (internal candidates only)
• Schedule flexibility
• A genuine interest in working with and helping customers.
• Strong attention to detail and excellent analytical, problem-solving, and decision-making skills.
• Excellent time-management skills.
• Strong people skills and ability to work with cross functions.
• Ability to work and thrive in a team environment
• A creative and adaptable individual who is good at developing and maintaining positive working relationships
• Self-motivated with a proactive approach to meeting and exceeding customer expectations.
• Adapt quickly to changing priorities and customer needs

Preferred Qualifications

• Experience in digital dentistry or 3D printing is a plus

Physical Demands

• Requires the ability to use hands, and reach with hands and arms
• Requires the ability to see, listen, and speak
• Requires the ability to view and reliably identify small (< 1 mm), low-contrast features on parts/components
• Requires the ability to lift up to 20 pounds
• Requires work activities with production chemicals, adhesives and epoxies, using required personal protective equipment
• Requires walking and standing for long periods of time
• No physical requirements / accommodations can be made

Work Environment

• Work is generally performed in an open office, sedentary position.

Perks and Benefits 

Our business culture is our essence. to attract and retain the best talent we seek to offer a package of benefits that promote health, career development, diversity, inclusion, and a good work-life balance.

• Private medical insurance
• Remuneration in USD
• Biweekly payment
• Paid Training
• Performance Evaluations with possibility of salary increase.
• Co-Working space in WEWORK (Escazu or Cariari) (for onboarding, projects, specific activities, or specific needs)
• Happy Fridays
• Referral Bonus Program (opportunity to refer good talent and win 500 USD)
• Employee Committees internal
• Life balance and work

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed above are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

LightForce Orthodontics is an Equal Opportunity/Affirmative Action Employer and does not discriminate on the basis of race, color, religion, gender, age, national origin, disability, Protected Veteran status, sexual orientation, or any other characteristic protected by federal, state, or local law.