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    Technical Customer Service - New York, United States - Women in 3D Printing

    Women in 3D Printing
    Women in 3D Printing New York, United States

    3 weeks ago

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    Description

    As Technical Customer Service (TCS), youre the liaison between the customer and their end part. You will be the main point of contact and the first brand representative who the customer interacts with, providing top notch customer service to all potential & current customers who choose to contact us.

    You act as the human help desk to our customers with a technical edge, guiding them to the best solutions, both technical and logistical. You uphold Makelabs values at all times in a professional manner, delivering quality service. A key responsibility will also be to identify new paths and features that could improve the experience for both the customer and for Makelab.

    **QUALIFICATIONS:**

    Technical understanding of 3D printing or additive manufacturing workflows are a must

    Background in industrial design, and/or engineering a plus

    Exceptional communication, interpersonal, and customer service skills

    Strong understanding of sales process and customer relationship management

    Strong management skills

    Strong ability to adapt in a startup environment that is constantly evolving

    Strong and natural social/networking skills

    Strong problem-solving and negotiation skills

    Previous experience in a customer support role

    Sales skills are a plus.

    **RESPONSIBILITIES:**

    Ensure all incoming calls, online chats, and emails are addressed & resolved in a timely, efficient, and professional manner

    Consult with & advise customers on best logistical & technical options for design & engineering projects, both virtually and in-person

    Understand customer needs to be able to guide them to the best solutions, services, and materials

    Provide a consistent and smooth customer service experience while representing the Makelab brand & values

    Maintain up-to-date documented knowledge of services, materials, technologies

    Provide virtual training & support to educate customers on the Makelab Self-Serve platform, when needed

    Raise critical customer concerns to internal team & mobilizing resources to resolve issues

    Relay and help to resolve raised critical production concerns with the customer

    Utilize Makelab internal systems to track & document customer orders & projects, ensure they are constantly up to date

    Address workflows bottlenecks with internal teams to improve efficiency and customer experience along with General Manager

    ****

    If youre looking to join a welcoming tech company in the fast-growing 3D printing market, this is the role for you As a 3D Printing Customer Service Specialist, you will be a key interface with our customers, and the face of NEXA3Ds brand. Working in collaboration across all NEXA3D teams,

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