Customer Support Representative

About the role

As a Customer Support Representative at Form Labs, you will serve as the initial point of contact for our valued customers, providing crucial assistance and insights. Your contributions will play a key role in ensuring that users feel knowledgeable and confident in using their Form Labs products. Engaging with customers through multiple communication channels, you will help resolve their issues and enhance their overall experience with our innovative technology.

Key facts

What you'll do

• Respond to customer inquiries through email and phone, ensuring that all queries are addressed promptly and in line with our service standards.
• Keep detailed records of customer interactions, providing technical support, guidance, and educational materials to help maintain their printing operations.
• Oversee the distribution of replacement parts and software, including necessary instructions, while adhering to company protocols.
• Work collaboratively with team members and other departments to relay customer feedback regarding both hardware and software products.
• Gain practical experience with our products by engaging in personal printing projects and assisting customers with their specific printing requirements.
• Identify recurring customer issues and collaborate with the product team to suggest improvements based on user feedback.
• Participate in training sessions to stay updated on product features and enhancements, ensuring you provide the most accurate information to customers.
• Contribute to the development of FAQs and knowledge base articles to empower customers with self-service options.
• Assist in onboarding new team members by sharing your expertise and insights about customer interactions.
• Monitor customer satisfaction metrics and work towards improving service delivery based on feedback.
• Engage in continuous learning opportunities to enhance your technical skills and customer service capabilities.
• Support special projects or initiatives aimed at improving the overall customer experience and operational efficiency.

Requirements

• A minimum of 1 year of experience in customer service, educational roles, or technical support.
• High School diploma or an equivalent qualification is required.
• Exceptional written and verbal communication skills, with a strong emphasis on empathy and understanding.
• Ability to troubleshoot technical issues effectively and provide clear solutions to customers.
• Strong organizational skills to manage multiple inquiries and tasks simultaneously.
• A proactive approach to problem-solving and a willingness to learn about new technologies.

Nice to have

• Experience in technical retail environments, such as working at an Apple Genius Bar or Geek Squad.
• Background in the dental industry, including roles such as hygienist or lab technician.
• Familiarity with additive manufacturing processes and technologies.
• A degree in a STEM-related field is a plus.
• Proficiency in additional languages, such as Spanish or French, to assist a broader customer base.

Skills & tools

• Excellent communication and interpersonal skills.
• Strong technical troubleshooting abilities.
• Familiarity with customer relationship management (CRM) software and ticketing systems.
• Ability to work effectively in a team-oriented environment.
• Proficient in using standard office software and tools for documentation and reporting.

Practical notes

• We provide a competitive equity program through Restricted Stock Units (RSUs) to help you build wealth as part of our collective success.
• Comprehensive healthcare benefits are available, including medical, dental, and vision coverage.
• Our 401K plan includes matching contributions, along with access to financial advisors for your planning needs.
• Generous parental leave of up to 16 weeks is offered, along with a tenure-based sabbatical leave of up to 6 weeks.
• Flexible time-off policies are in place to accommodate personal needs and commitments.
• On-site parking is available, along with pre-tax commuter benefits for your convenience.
• Employees can enjoy healthy meals, snacks, and beverages at our office facilities.
• Opportunities for professional development and participation in community engagement events are encouraged.
• Unlimited 3D prints for personal projects are available to foster creativity and innovation.

We are dedicated to promoting a diverse and inclusive workplace. All qualified candidates are encouraged to apply, regardless of their background. We believe that a variety of perspectives enriches our team and drives the innovations we create.

Compensation

At Form Labs, we understand that equity is an essential component of our compensation framework. Full-time employees receive equity in the form of RSUs, which can appreciate in value as the company grows. The annual base salary for this role ranges from $40,000 to $52,000, depending on your experience, skills, and the value you bring to our organization.