(Insert job description here)

About the role:

We are looking for a L1 Technical support consultant to join our professional and multicultural team, who will share our interest in solving problems and building good relationships with our reselling partners, end-users in APAC region (Australia-NZ) and internal 3shape customers. Based on your technical knowledge and experience, you will provide technical support to customers remotely, assisting users with technical support related to Clinical Products.

This position operates on a Sunday to Thursday schedule, with working hours from 3:00 PM to 12:00 AM

Key responsibilities
- Diagnose and troubleshoot technical issues, including account configuration, network configuration, network issues, operating system configuration, and using remote desktop connections to provide immediate support using different customer contact channels (phone, chat, email).
- Provide efficient technical support on 3Shape hardware (3D scanners) and software via online sessions, telephone, e-mails, and occasional on-site events.
- Handling 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.
- Maintain the client updated and informed about active cases.
- Provide feedback for editing and updating knowledge base articles for troubleshooting procedures.

Desired Skills & Experience
- Bachelor's degree, technical, professional, preferably Biomedical Engineer, mechanical, systems, systems technician, mechanics, dental, modern languages, among others or similar.
- Experience in customer service, technical support, or similar functions.
- Experience with Windows environments.
- Excellent customer-facing & customer centric skills.
- Time & organization management skills.
- Decision-making & problem-solving skills.
- Level B2 or higher in English.
- Assertive communication.
- Curious/techni

📌 Technical support consultant (Bogotá)
🏢 3Shape
📍 Bogotá