Digital Technical and Customer Data Support Representative

Ormco is searching for a passionate, energetic individual to join the Digital Technical Support team. The focus for the Digital Technical and Customer Data Support Representative will be on providing excellent service and technical support, building and maintaining relationships and working closely and accurately within established guidelines. We are looking for a well-rounded bilingual service professional with a hands-on mentality as well as outstanding communication and problem-solving skills.  

Primary Duties and Responsibilities:

• Develop and foster customer relationships through professional, courteous, and efficient service for all basic customer experience requests by phone or e-mail.
• Resolve customer case status inquiries, concerns and complaints either directly or by referring to another team member as needed.
• Develop and maintain productive, professional cross-functional working relationships.
• Work closely with Customer Success and the Customer Data Analytics Team, to ensure customer address data and new accounts are entered, updated and maintained properly.
• Collaborate with the Manager to comply with data quality KPI metrics, and proactively identifying root cause and participate in countermeasures.
• Contribute to continuous improvement of Insignia Support and data management processes and user enablement.
• Adhere to customer support and data customer data standards, definitions, and business rules.
• Support data governance processes, including HIPAA/GDPR and privacy-related requirements.
• Provide 2nd-level support for customer portal and data issues affecting Customer Care, CRM, ERP, and downstream systems.
• Maintain and update process documentation, standard operating procedures (SOPs), and training materials related to customer data management.
• Act as a utility team player and support tasks or projects for Customer Second Level Support team, and occasional Pricing tasks when Technical tasks bandwith allows.