TechnicalCustomerServiceAgent

About Formlabs: Do you want to change how the world creates? At Formlabs, we’re 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 50,000 industry leaders worldwide, including Apple, Google, Tesla, New Balance, and NASA. Together, we’re helping everyone design, prototype, and manufacture faster than ever before. We’re a team of hands-on builders, engineers, and innovators reinventing how the world makes physical things. If you’re 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 You’ll 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 (ear