Support Consultant, Tier 3 (Lab, English)

About us

3Shape develops 3D scanners and software solutions that enable dental and hearing professionals to treat more people, more effectively. Our products are market leading innovative solutions that make a real difference in the lives of both patients and dental professionals around the world.

3Shape is headquartered in Copenhagen, with development teams in Denmark, Ukraine, North Macedonia and with a production site in Poland.

We are a global company with presence in Europe, Asia and the Americas. Founded in a year 2000, today, we provide services to customers in over 130 countries. Our growing talent pool of over 2200 employees spans 50 nationalities.

3Shape as an employer is committed to Ukraine. Our UA office was founded in 2006, and we are continuing to grow, hire and take care of our employees even during the war in Ukraine. Among other actions, we support our contractors who are called to the military service, as well as care about our colleagues’ mental health by implementing different activities.
About the role:

We are looking for an experienced Support Consultant tojoin our team.

Our ambition in Customer Support is to exceed customer expectations. We provide support to the world's leading dental supply companies, small- to large-scale dental laboratories, leading hearing aid manufacturers and more. And we need enthusiastic and skilled colleagues to help us serve this constantly growing customer base and achieve our goals.

Areas of responsibility:

• Provide reliable and efficient technical support on 3Shape hardware (3D scanners) and software via online sessions, telephone, e-mails and occasional on-site events.

• Managing support cases: collect all relevant information from customers, according to the company's procedures, and record this using the company`s CRM

• Interact with other departments and escalate customer feedback further

• Collaboration with other supporters for technical support for Clinic TRIOS software and hardware

• General support case management: logging, prioritization, troubleshooting, potential escalation to other departments, closing, follow-up

• Knowledge transfer

• Creating and reviewing knowledge base articles and support documentation

• Training – technical training and coaching of colleagues and reseller supporters

To succeed in your role, you should possess the following skills and competencies:

• Advanced Microsoft Windows knowledge

• Experience with the 3Shape product portfolio is a big plus

• General networking knowledge incl. understanding the concepts of client-server installations Database (MSSQL or other) administration knowledge

• Customer-oriented approach

• Great analytical abilities and attention to detail, but keeping the overall goals in mind Ability to work independently with the desire to share knowledge with colleagues

• Good communicator, asking the right questions and listening also to what is not being said. Intercultural skills

Being the part of us means:

• Meaningful work that helps to change the future of dentistry

• Work in a unique professional, friendly and supportive environment

• Constant professional growth and development

• A healthy work-life balance

• Comprehensive benefits incl. 24 working days of annual vacation; medical insurance; paid sick leaves and child sick leaves; maternity and paternity leaves etc

• Breakfasts and lunches in the office

• Good working conditions in a comfortable office in UNIT.City

• A parking lot with free spaces for employees

• Occasional business trips to Western Europe

• Opportunity to become a part of the success that 3Shape has created over the past 25 years.

We will be glad to welcome you to our team!

For more information, visit our website: www.3shape.com and follow us on Instagram: https://www.instagram.com/3shape_ukraine/
You can contact our Talent Acquisition team via email: [email protected].