Customer Support Consultant (Audio)

We are looking for a Customer Support professional with strong technical and communication skills, and the desire to make a difference for the customer and the company, to join 3Shape Audio

About 3Shape Audio:

In 3Shape Audio, we provide market-leading 3D scanning and software solutions that enable digital production workflow of custom audio products such as hearing aids, noise protection, earphones and in-ear-monitors. We want to make the World sound better.

We are a small, successful independent business unit within 3Shape, consisting of around 25 people across product, marketing, sales, customer support and R&D in Denmark and Ukraine. Our team is very diverse across nationalities, educational backgrounds, professional experiences and gender with a social and casual atmosphere.  

The position and areas of responsibility:

• Broad customer support role ranging from onboarding, training and to technical support with new and existing customers to help them getting most value out of our products
• Technical support on 3Shape hardware (3D scanners) and software (CAD/CAM) – via online sessions, telephone, e-mail and occasional on-site events
• General support case management: logging, prioritization, troubleshooting (potential escalation), closing, follow-up.
• Knowledge transfer, input to CAPA (corrective and preventive actions), distributor training
• Contributing to 3Shape’s business by providing the industry’s best Customer Support
• Readiness to travel up to 30 days per year

 Your profile:

 You are technically minded and have the ability to communicate advanced topics to users with very different backgrounds. You have a positive approach and attitude. You enjoy assisting customers in their daily work, finding solutions, and you thrive in a busy environment where multitasking is sometimes required. You are to have full operational command of English, both verbally and in writing. Experience in Hearing Care industry would be a plus. .

You should possess the following competencies:

Professional:

• Well-established customer support “toolbox” from another technology-driven company (e.g., technical support, customer service)
• Advanced Microsoft Windows knowledge (Win7, Win10, WinServer 2012, etc )
• General network knowledge incl. understanding the concepts of client-server installations
• Database (Oracle and MSSQL) administration knowledge
• User-level knowledge on CRM systems (is a plus)
• A relevant IT education is an advantage

Personal:

• Customer orientation and and desire to make customers succeed
• Strong technical interest and understanding of IT, software and engineering problems, as well as interest in other customer support activities such as onboarding and training
• Good communicator, with the ability to ask and listen – also to what is not being said
• Intercultural competence

You will be based in Kyiv. In this position you will furthermore be in close contact with colleagues in other departments: sales, product management, R&D and production both in Denmark and in our foreign offices.

We offer:

• Flexible working day
• Participation in producing market-leading technology products for customers around the world
• Work in a unique professional, friendly and supportive environment
• Constant professional growth and development
• Occasional business trips to Western Europe
• Competitive salary level
• Good working conditions in a comfortable office (not open space!) near National Technical University “KPI”
• Possibility of partially remote work
• A parking lot with free spaces for employees
• A healthy work-life balance
• Annual paid vacation (24 working days)
• Paid sick leaves and a child sick leaves
• Maternity and paternity leaves
• Medical insurance (incl. massage in the office).
• Compensation of lunches
• Regular company events
• Opportunity to become a part of the success that 3Shape has created over the past 20 years 

We will be glad to welcome you in our team!