Onboarding & Technical Support Representative

About the role

The Onboarding & Technical Support Representative delivers a high‑quality customer experience during the onboarding, installation and early usage phases of iTero technology. The role supports customers from purchase through installation, providing technical troubleshooting, logistics coordination and guidance on system setup, software use and connectivity.

Key responsibilities

• Work with customers via tickets, phone or email on new scanner installation, registration, technical issues, software upgrades, basic networking, scanning assistance, parts and delivery status, clinical software queries and hardware failure identification.
• Provide remote hardware repairs on site and act as the point of contact between the client and the leasing company, guiding the leasing process and ensuring financial documents are complete.
• Manage and monitor customer accounts, review regional shipments, schedule and dispatch equipment in compliance with regulations.
• Update and complete tasks assigned by supervisors, handle complaint follow‑ups, reassigned calls and other administrative duties.
• Coordinate equipment shipments, initiate Return Material Authorization (RMA) processes and contribute to the shared team knowledge base.

Required profile

• Minimum bachelor’s degree preferred.
• 2‑4 years of experience in a similar role for a fast‑growing international company, preferably with medical equipment.
• Excellent written and verbal communication in English and French; additional languages are a plus.
• Experience with import/export regulations and familiarity with Salesforce.com or SAP is advantageous.

Required skills

• Troubleshooting of MS Windows operating systems.
• Basic knowledge of Apple Macintosh.
• Understanding of networking concepts and ability to troubleshoot different web browsers.
• Customer‑focused communication and effective stakeholder management.