Pablo - Senior Customer Support Specialist at Align Technology

Cañada, Alajuela Province, Costa RicaRemoteen

Provided advanced multi-channel support, ensuring high customer satisfaction and adherence to SLAs.

Managed complex escalations, acting as SME backup to resolve critical issues efficiently.

Published on CazVidOpen to remote

Summary

Dedicated support professional with over a year at Align Technology, excelling in complex escalation handling, data accuracy, and quality assurance. Adept at delivering exceptional customer experiences via multi-channel support and process optimization.

Key Achievements

Maintained data accuracy and compliance within CRM and ERP systems, supporting operational excellence.
Contributed to quality management systems, enhancing support processes and service quality.

Skills

Customer SupportExpert

Specialized in delivering comprehensive support across multiple channels, ensuring customer satisfaction and issue resolution.

Escalation ManagementAdvanced

Skilled in handling complex escalations, minimizing resolution time and maintaining client trust.

Data & ComplianceIntermediate

Ensures data accuracy and regulatory compliance within support operations using CRM and ERP tools.

Quality Management SystemsIntermediate

Supports continuous improvement initiatives to enhance service quality and operational efficiency.

Product Diagnostics

Experience

Senior Customer Support Specialist (L4)

Align Technology

2022 - Present

Deliver advanced pre- and post-sales customer support across phone, email, and chat channels, ensuring adherence to Quality Guidelines, SOPs, and defined SLAs.. Act as SME Backup, managing complex escalations, investigations, and providing technical guidance to peers and supervisors.. Perform Back Office case management, including end-to-end follow-up and detailed documentation within Salesforce (CRM).. Review and validate regulated legal and operational documentation to ensure data accuracy and regulatory compliance.. Conduct initial product and equipment diagnostics, coordinate replacements, returns (RMA), and credit requests.. Utilize SAP, Salesforce, MAT, Excel, and operational dashboards to support data-driven decisions, quality control, and operational efficiency.. Contribute to knowledge transfer initiatives and represent the team in internal business meetings based on subject-matter expertise.