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Customer Support Level 2

Costa Rica, remote

About LightForce

LightForce is a 3D printing technology company focused on the orthodontic space. Our digital platform empowers orthodontists with fully customized, 3D-printed tooth-moving tools. In 2019, we launched their first product - the world’s only, fully customized 3D printed bracket system and digital treatment software. We are proud to be one of the fastest growing companies in the industry. Learn more at www.lf.co

Description

As a Customer Support Level 2 Regular, you handle a wide range of inbound customer inquiries, serving as a primary problem-solver for complex issues. You're expected to independently resolve most issues, ensuring customer satisfaction through empathetic communication and deep product knowledge, adapting to diverse customer needs.

Essential Duties and Responsibilities

  • Actively listens, empathetically validates customer feelings, and clearly explains solutions, ensuring customers feel understood and supported throughout the interaction.
  • Demonstrates ownership of customer issues from start to finish.
  • Explains complex information in simple, easy-to-understand language.
  • Sets clear expectations with customers regarding next steps and timelines.
  • Quickly navigates multiple systems to access relevant customer and product information.
  • Applies policy knowledge accurately to diverse customer scenarios.
  • Adapts quickly to changes in policies, products, or processes.
  • Communicates effectively with other departments to resolve cross-functional issues.
  • Consistently meets quality and productivity metrics.
  • Understands and applies core concepts in treatment planning.
  • Successfully utilizes the LightForce manufacturing tools to plan and execute various orthodontic case types.

Education and Experience 

  • English Language: B2+, C1 level.
  • Customer Service Skills: Focused on problem-solving and empathy.
  • Exceptional Communication Skills: Includes advanced active listening, paraphrasing to confirm understanding, and adapting communication style to different customer personalities.
  • Problem-Solving Skills: Ability to analyze issues, identify root causes, and find effective solutions based on company policies and procedures, often requiring creative thinking.
  • Multitasking: Managing multiple conversations (phone, chat, email) and navigating various systems simultaneously.
  • Adaptability and Flexibility: Handling diverse customer inquiries and unexpected situations with composure and adjusting approaches as needed.
  • In-depth understanding of all LightForce products, services, policies, and procedures to provide accurate and helpful solutions.

Required Qualifications

  • A genuine interest in solving complex customer issues and providing empathetic support.
  • Strong analytical skills for effective problem-solving and decision-making.
  • Excellent time-management skills to efficiently handle multiple customer interactions.
  • Strong people skills and ability to work with cross functions.
  • Ability to work and thrive in a team environment.
  • A creative and adaptable individual who is good at developing and maintaining positive working relationships.
  • Self-motivated with a proactive approach to meeting and exceeding customer expectations.
  • Technically capable, able to use a variety of computer systems for collecting relevant data.
  • Adapt quickly to changing priorities and customer needs.
  • Schedule flexibility.

Physical Demands

  • Requires the ability to use hands, and reach with hands and arms
  • Requires the ability to see, listen, and speak
  • Requires the ability to view and reliably identify small (< 1 mm), low-contrast features on parts/components
  • Requires the ability to lift up to 20 pounds
  • Requires work activities with production chemicals, adhesives and epoxies, using required personal protective equipment
  • Requires walking and standing for long periods of time
  • No physical requirements / accommodations can be made

Work Environment

  • Work is generally performed in an open office, sedentary position.

Perks and Benefits 

Our business culture is our essence. to attract and retain the best talent we seek to offer a package of benefits that promote health, career development, diversity, inclusion, and a good work-life balance.

  • Private medical insurance
  • Biweekly payment
  • Performance Evaluations with possibility of salary increase.
  • Co-Working space in Nucleo Sabana
  • Happy Fridays
  • Life balance and work

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed above are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

LightForce Orthodontics is an Equal Opportunity/Affirmative Action Employer and does not discriminate on the basis of race, color, religion, gender, age, national origin, disability, Protected Veteran status, sexual orientation, or any other characteristic protected by federal, state, or local law.

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