Customer Support Associate

Customer Support Associate

Customer Support Associate

OrthoFX is the first all-in-one aligner solution preferred by doctors. We transform practices and patient lives through our innovation, technology, and value-added services so that doctor’s focus is only on delivering the best patient care. Designed using our patented, highly advanced polymers, our aligners deliver continuous optimal forces throughout the duration of the treatment. Backed by efficient treatment planning, advanced 3D controls, and AI-enabled remote monitoring, we have significantly helped our customers improve treatment predictability with low refinement rates, saving their practice time, cost and inconveniences. OrthoFX is the turnkey solution partner for every practice needs. We offer access to tools and tailored support services that practices need to succeed and maximize their profitability, eliminating inefficiencies in handling multiple vendors.

The Company’s high-touch, tailored sales optimization platform drives revenue and profit growth with a focus on the rapidly expanding multi-location Orthodontist provide market. To date, the Company has partnered with over 1,850 locations — setting the stage for growth and visibility into an expanding market opportunity. OrthoFX has been featured in multiple publications being noted as one of “Silicon Valley’s Best Tech Start-Ups of 2021 [and 2022]” and mentions as a “Disruptive Innovator” in the clear aligner industry.

Position Summary:

As a Customer Support Representative, you will be a crucial part of our Customer success Team. Your success will be driven by your genuine passion for helping customers and your willingness to learn and grow.

Key Responsibilities:
• Handle customer inquiries via email ,phone and chat, giving prompt answers to customer questions.
• Provide knowledgeable help to customers and go the extra mile in providing the correct details to customer queries.
• Resolve customer queries to adequate resolution within the agreed Service Level Agreement (SLA) deadlines
• Collaborate with internal stakeholders such as the Sales Team and product team for faster resolutions.
• Identify and escalate customer requests to managers when there’s a complex issue.
• Resolve incoming queries from Sales team to enable a sale.
• Reaching out doctors, staff, and other dental practice stakeholders to provide updates, and retrieve information for patient record management.

Qualifications:

 Graduation in any discipline.
 Excellent communication skills (written, verbal, and interpersonal).
 Voice process experience mandatory.
 Sound problem-solving skills to find the root cause of customer issues.
 Support executive experience with US-based companies preferred.
 Superior documentation expertise.
 Strong listening skills and confident phone presence.
 Reliable and detail-oriented work ethic.

We Offer:

 Comprehensive training and support for your job and career growth.
 Opportunity to expand industry knowledge.
 A fun, supportive, and high-performing culture.
 Advancement opportunities in Revenue Operations, including Sales, Marketing, and Customer Service.

Job Location: Kochi

Working Hours : US Shift