Summary:
Align Technology is the industry leader and innovator in medical devices which focuses on revolutionizing the dental and orthodontic industry. Align Technology is looking for a Business Support Engineer based in our Shanghai office. This exciting role would be part of a culture that is helping to improve lives every day through digital dentistry.
ESSENTIAL DUTIES AND RESPONSIBILITIES
•Responsible for effectively, efficiently and ly responding to customer support issues, requests and complaints escalated from first tier customer support, to achieve customer satisf
•Review customer support reported issues in special business support queue and received support team e-mail every day and respond, resolve and escalate in timely manner
•Provide reports to cross functional internal team on daily and weekly basis to help process stuck cases into the system(s)
•Share production issue handling report with departmental peers and management on weekly basis
•Escalate any customer or process impacting issue with internal teams with identified severity in timely manner
•Competent in the use of company systems to provide support for reported customer issues
•Assist first tier support team as needed to provide technical/clinical support with end to end Invisalign order processing, payment processing etc
•Support sales and marketing department in database input with marketing info, client contacts info
•Provide training to first tier customer support’s regional/global supervisors for upcoming customer improvements as needed
•Accurately and thoroughly document information in the company’s database(s) about each contact they handled following defined parameters
•Participate in activities designed to improve customer satisf and business performance.
•Maintain a basic knowledge in orthodontic/dental concepts and topics
•Participate in special projects and/or training when requested
•Possess comprehensive knowledge of company processes, procedures and product information/materials
Additional responsibilities:
Other duties may be assigned
QUALIFICATIONS
•Ability to communicate effectively and professionally and in a tactful manner with internal/ external customers
•Possess a strong customer focused orientation with good interpersonal skills
•Excellent problem solving and analytical skills
•Ability to learn software applications quickly
•Ability to consistently follow through activities to completion
•Ability to perform in a fast-paced environment
•Ability to act and speak with confidence
•Possess a service excellence mindset
•Excellent communication skills in English and Chinese.
EDUCATION and/or EXPERIENCE
•BA/BS degree or equivalent in information systems or related fields
•8+ years in working with Windows software
•6+ years of good experience with PostgreSQL, MySQL, MSSQL databases
•5+ years in server-side languages including Java and related works
•5+ years of experience with software on cloud platforms including Heroku and AWS with a deep understanding of design for scalability, performance and reliability
•Familiar with front-end technology and related works such as HTML5, and CSS
•Good knowledge of web service API and other integration technologies
WORK SCHEDULE / HOURS
Get the job done! You are in IT!

爱齐（上海）商贸有限公司是美国Align Technology Inc. 我们的产品为隐形牙套，是Align Technology专有的产品，在全球100多个国家销售，并于1998年通过美国食品药品管理局（FDA）审批。Align Technology Inc. 于2000年在美国纳斯达克上市，全球至今已经有几百万患者使用过Invisalign隐适美产品。
爱齐公司强调创新、以结果为导向、以客户与团队合作为中心、自我领导的能力与精神，为员工提供多元化的发展空间，并为员工创造学习、友好、合作、健康的工作环境。
我们在中国成立六年多，已经成功建立了市场品牌并开始商业运作，我们竭诚邀请充满工作激情，具有挑战精神的精英加入到我公司，共同创造你与公司的成功！