Technical Customer Support Agent

About Formlabs:

Do you want to change how the world creates

At Formlabs were building the tools that make it possible for anyone to bring their ideas to life from cutting-edge products to life-saving medical devices. Our 3D printing technology powers innovation at more than 50000 industry leaders worldwide including Apple Google Tesla New Balance and NASA. Together were helping everyone design prototype and manufacture faster than ever before.

Were a team of hands-on builders engineers and innovators reinventing how the world makes physical things. If youre ready to shape the future of fabrication come build it with us.

Your Impact:

To serve as the primary gateway for our customers providing unparalleled support and education. We are committed to being the first point of contact offering expertise and assistance that goes beyond problem-solving. Our goal is to empower users by delivering clear reliable guidance and fostering a culture of continuous learning. As ambassadors of Formlabs we strive to create a positive and impactful customer experience ensuring that every interaction leaves our users more informed confident and satisfied with their Formlabs products.

What Youll Do:

• Accept and work on customer cases through multiple channels including email and phone conversations with our customers
• Respond within the published Service Level Agreements and promise to our customers
• Log all contacts in cases and provide technical support diagnosis and customer education opportunities in an effort to keep them printing and machines working towards issue resolutions
• Dispatch replacement parts hardware and software along with instructions and guidance per business guidelines
• Work with Services peers and Formlabs teams to be the voice of the customer on software and hardware-related feedback
• Learn our products and print for yourself and for our customers

About You:

• 1 years of customer service (contact center field services) education (early ed teachers) or hardware support experience
• High School degree or equivalent
• Strong written and verbal empathetic communication skill

Bonus Skills:

• Technical retail experience (i.e. Apple Genius bar Geek squad)
• Experience in Dental (hygienist lab technician etc)
• Experience in Additive Manufacturing
• STEM degree
• Fluency in Spanish or French

Our Benefits & Perks:

• Robust equity program to build future wealth through RSUs
• Comprehensive healthcare coverage (Medical Dental Vision)
• 401K matching and access to financial advisors
• Generous paid Parental Leave (up to 16 weeks)
• Tenure-based paid Sabbatical Leave (up to 6 weeks)
• Flexible Out of Office Plan Take time when you need it
• Ample on-site parking & pre-tax commuter benefits
• Healthy on-site lunches snacks beverages & treats
• Regular sponsored professional development opportunities
• Many opt-in culture events across our diverse community
• And of course unlimited 3D prints

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race religion color national origin gender sexual orientation age marital status veteran status or disability status.

Even if you dont check every box but see yourself contributing please apply. Help us build an inclusive community that will change the face of 3D printing.