iTero Technical Support Specialist

About the role

The iTero Technical Support Specialist provides remote and on‑site assistance for proprietary and web‑based applications as well as hardware used by customers. The role involves troubleshooting, ticket management, and ensuring timely resolution in line with service level agreements.

Key responsibilities

• Troubleshoot software, web applications and hardware issues remotely and on‑site when required.
• Approve spare‑part troubleshooting and coordinate parts sourcing within SLA limits.
• Monitor, respond to, update and close tickets via Salesforce.com or other ticketing systems.
• Maintain accurate documentation of all customer contacts and resolutions in company databases.
• Identify trends in customer requests, share knowledge with peers and propose process improvements.
• Participate in special projects, training sessions and adhere to safety policies.

Required profile

• Minimum 3 years of software/hardware help‑desk or front‑line customer service experience.
• Strong interpersonal skills with the ability to work cross‑functionally in a multicultural team.
• Detail‑oriented, able to prioritize tasks and perform in a fast‑paced, dynamic environment.
• Fluent in English and Chinese (reading, writing and speaking).

Required skills

• Windows operating system troubleshooting.
• Internet Explorer 8‑10 troubleshooting (knowledge of Chrome and Safari is a plus).
• Basic networking concepts.
• Experience with Salesforce.com ticketing system.
• Basic knowledge of anti‑virus software and personal firewalls.
• Fundamental understanding of server architecture.