北京招聘

Summary

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.

• 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 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
• 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

Essential Duties and Responsibilities

• Other Duties may be assigned

Additional responsibilities:

• 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.

Qualifications

• 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 and Chinese.

Education and Experience

• Get the job done! You are in IT!

Work Schedule / Hours

爱齐公司是一家跨国公司，成立于1997年2月，于2001年在美国纳斯达克上市。其使命是成为创新牙齿矫正设备的主要供应商，我们的产品有隐形无托槽矫治器和口内扫描仪等。 爱齐科技设计和制造世界上先进的隐形矫治器系统 — 隐适美系统，提供 iTero 口内扫描仪和相关服务，以及 CAD/CAM 软件。爱齐科技旗下品牌隐适美拥有超过八百万用户，并通过iTero 口内扫描仪和 exocad 的CAD/CAM 软件推动数字化口腔医疗的发展，打造数字化正畸和修复流程，实现口腔治疗的现代化转型，致力于帮助口腔专业人员提高诊疗效率，优化患者的治疗效果。
爱齐公司强调创新、以结果为导向、以客户与团队合作为中心、自我领导的能力与精神，为员工提供多元化的发展空间，并为员工创造学习、友好、合作、健康的工作环境。我们竭诚邀请充满工作激情，具有挑战精神的精英加入到我公司，共同创造你与公司的成功！