Support Consultant 2nd line Italian

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.

If you are looking for stability in your future, we are the right place for you.

About the role

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 colleague to help us serving this constantly growing customer base and achieve our goals.

You are technically minded and have the ability to communicate advanced topics to users with very different backgrounds. You enjoy assisting customers in their daily work, finding solutions, and you thrive in a busy environment where multitasking is sometimes required. You are to have full operational command of English and Italian, both verbally and in writing. Ideally, your background is a combination of Dental Technician and IT Support (or strong on IT and a desire to explore the field of dentistry). You have a positive approach and attitude.

Your key responsibilities will be to:

• Technical support on 3Shape hardware (3D scanners) and software (CAD/CAM) - via online sessions, telephone, e-mail and occasional on-site events
• General support case management: logging, prioritization, troubleshooting (potential escalation), closing, follow-up.
• Knowledge transfer, input to CAPA (corrective and preventive actions), distributor training
• Contributing to 3Shape's business by providing the industry's best Customer Support
  

You should possess the following competencies:

Professional:

• Full operational command of English and Italian both verbally and in writing
• Previous experience in support function
• Advanced Microsoft Windows (XP, Vista, Win7 etc.) knowledge
• General network knowledge incl. understanding the concepts of client-server installations
• Database (Oracle and MSSQL) administration knowledge
• User-level knowledge on CRM systems (is a plus)
• A relevant IT education is an advantage

Personal:

• Customer oriented approach
• Strong technical interest and understanding of IT, software and engineering problems
• Good communicator, with the ability to ask and listen - also to what is not being said
• Intercultural competence

You will join our International Customer Support team based in Copenhagen, Kyiv, New Jersey and Shanghai, giving telephone and online hardware and software support for advanced and market leading 3D scanner and CAD/CAM installations to our global customers. You will be based in Kyiv. In this position you will furthermore be in close contact with colleagues in other departments: sales, product management, development and production both in Denmark and in our foreign offices.

What we offer:

• 39 hours of cooperation per week
• 24 business days of annual leaves
• Medical insurance (with additional Dentistry Budget and 10 massaging sessions per year included)
• Good working conditions in a comfortable office
• A parking lot with free spaces for employees
• Paid sick leaves and child sick leaves
• Maternity, paternity and family issues leaves
• Well-being program: monthly well-being meetings and individual psychology hot-line.
  
  We will be glad to welcome you to our team