The Associate Customer Care Representative II should interact with customers, company sales and/or service representatives to provide technical assistance regarding Align products. This role involves handling a variety of technical support tasks related to both pre-sales and post-sales activities. Receive customer requests through phone, email, chat and SMS, validate customer account, support, and document interactions in the CRM database. We should ensure appropriate resolution and/or escalation to the correct team in case needed. Handle requests such as but not limited to troubleshooting technical issues, performing remote diagnostics, and guiding customers through basic problem resolution steps. Managing requests such as product setup, connectivity issues, software updates, system configurations, and equipment replacements. Comply with the established Quality guidelines for the business. Accountable to review and complete all courses required in the Quality Management System (QMS). Adhere to Company Quality Policy.

The main responsibilities of Associate Customer Care Representative II include the following:

• Adapt to Customer Advocacy culture and responsibilities defined on the WIs and SOPs.
• Be responsible for handling all customer interactions with professionalism and within the defined response timeframe.
• Follow up on their cases until proper resolution.
• Document all interactions including all details required in the correspondent CRM.
• Report on complaints and product safety.
• Achieve a consistent performance considering all KPIs requirements.
• Comply with deadlines on QMS courses.
• Adherence to company quality policies and guidelines.

REQUIREMENTS/QUALIFICATIONS

ACADEMIC BACKGROUND

• High School Degree. Technical Degree is a plus.

REQUIRED EXPERIENCE

• 0-2 years of related experience.
• Technical background/experience is a plus.

LANGUAGES

• Proficiency in English.
• Proficiency in language relevant for the role (Spanish/German/Portuguese).

SKILLS /COMPETENCIES

• Basic troubleshooting of hardware and software issues.
• Remote diagnostics and guiding customers through problem resolution.
• Product setup, connectivity, and system configuration support.
• Ability to communicate technical information clearly to non-technical users.
• Strong service-oriented mentality and problem-solving ability.
• Excellent oral and written communication skills.
• Strong interpersonal skills, ability to build strong relationships.
• Efficiency at managing demands including prioritization, responsiveness and keeping others informed.
• Ability to be a multi-tasker.
• Confident in a tech environment and comfortable with software.
• Natural team player who contributes to business growth with creativity and collaboration.
• Ability to work autonomously without constant supervision.
• Proficiency with CRM systems (e.g., Salesforce.com).
• General knowledge of Customer Service.
• Computer literacy.
• Microsoft Office (Excel, Word, PowerPoint, Outlook).

WORK ENVIRONMENT DEMANDS

• Extensive sitting, phone and computer use.
• Extended hours may be required.
• Normal office noise level, with occasional moderate noise.
• Ability to perform in a fast-paced, highly customized environment.

Additionally, the position is eligible for a monthly bonus of up to 10% of the monthly base salary.

Align Technology, in addition to statutory benefits, provides a comprehensive set of perks designed to support employee comfort and professional development. Available benefits include, among others: private medical care through Luxmed, a Multisport card, private life insurance, a social fund, meal subsidies, and discounts on company products.

The monthly bonus is awarded based on several criteria, including individual performance and company results. The range of additional benefits may vary depending on the position level, nature of work, and work location.

Zachęcamy do zapoznania się z naszą Procedurą Sygnalistów. Szczegółowe informacje znajdziesz, klikając w poniższy link:

Align Technology (Poland).pdf

Your growth and well-being:

At Align, every smile matters. We’re committed to helping you thrive by supporting the health, growth, and well-being of our team members through a variety of tools and programs. While specific offerings may vary by location and role, Align employees can typically expect:

Country and/or role specific details will be shared with you by your recruiter during the interview process.

Discover Align:

We are a global community of game-changers and smart team players, united by our belief in the power of a smile. Our dynamic team of exceptional employees is dedicated to transforming the industry and creating extraordinary outcomes every day.

Align’s core values of agility, customer, and accountability are more than words to work by, they are words we live by. The actions we take every day speak to who we are as a company and our focus on being truly impactful. We celebrate our differences, and the many ways we support one another— ultimately creating a more inclusive organization and world as we continue transforming smiles and changing lives.

We foster a culture where thinking differently and seeking new experiences are not just encouraged but celebrated. With the Align Mindset, we empower each other, ensuring every voice is heard and valued in an inclusive environment that inspires creativity and collaboration.

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.

As part of our commitment to innovation, Align Technology includes exocad and Cubicure, companies that enhance our offerings and extend our impact to industry transformation.

Eager to learn how we embrace our global differences and nurture employee well-being?
Explore Align's culture here!

Want to discover more about exocad and Cubicure? Click on their names for additional information.

Applicant Privacy Policy:

Review our Applicant Privacy Policy for additional information.

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.