Technical Support Representative

1 semana atrás

São Paulo, São Paulo, Brasil Medit USA Inc Tempo inteiro
:

Medit is a global leader in digital dentistry, known for delivering fast, reliable, and intuitive 3D scanning solutions that empower dental professionals across more than 100 countries. Our ecosystem—including the i500–i900 series intraoral scanners, Medit Link, and our expanding lineup of clinical and workflow applications—is growing rapidly throughout the Americas.

We are now hiring a Technical Support Representative in São Paulo to support our expanding customer base across Brazil and Spanish-speaking LATAM (especially Mexico). In this role, you will provide high-quality Tier 1 and Tier 2 support to clinicians and dental technicians, ensuring seamless performance of Medit hardware, software, and integrations. This position requires fluency in Portuguese and Spanish, and the working hours will align with our Mexico support window (12:00 PM – 9:00 PM BRT). This is an opportunity to join a fast-growing global team and make a meaningful impact in the digital dentistry community.

  • Provide Tier 1 and Tier 2 technical support to customers via chat, email, and remote session tools.
  • Troubleshoot and resolve hardware and software issues related to Medit intraoral scanners (i500–i900 series), Medit Link, Medit Apps, and CAD/CAM integrations.
  • Document support cases in detail using Medit's ticketing system (Zendesk), ensuring timely and accurate follow-up.
  • Escalate complex or unresolved issues to higher-level technical teams as needed.
  • Communicate clearly and empathetically with users of varying technical skill levels, ensuring a professional and reassuring experience.
  • Contribute to the internal knowledge base by documenting solutions and best practices (including video tutorials).
  • Collaborate cross-functionally with global Medit teams—including R&D, Product, and Customer Engagement—to identify trends and improve the customer experience.

Requirements:

Requirements:

  • Fluent communication skills in Spanish, Portuguese, and English (written and verbal).
  • 1–3 years of experience in technical support, help desk, or IT troubleshooting (dental or medical device experience preferred).
  • Excellent problem-solving skills and attention to detail.
  • Strong customer service mindset with patience and empathy.
  • Proficiency in Windows OS, macOS, networking basics (including wireless troubleshooting), and remote access tools (e.g., TeamViewer, AnyDesk, or equivalent).
  • Ability to work independently in a remote setting and manage multiple priorities effectively.
  • Excellent written communication and documentation skills.
  • Cultural awareness of diverse LATAM markets.

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