Bilingual Customer Support Technical Representative - French & English
About The Position
SprintRay is seeking a Bilingual Customer Support Technical Representative to help dental professionals and partners get the most from our digital dentistry ecosystem. In this customer-facing role, you will diagnose and resolve technical issues across SprintRay software, 3D printing hardware, post-processing equipment, and related workflows while delivering a responsive, high-quality support experience. You will manage customer cases in a call-center environment, use structured troubleshooting and root-cause analysis, and collaborate with cross-functional teams to identify recurring field issues and improve the customer experience. Success in this role requires strong technical judgment, clear communication, disciplined case management, and a collaborative mindset in a fast-moving growth environment. The strongest candidates will bring experience in at least two of the following areas: technical/customer support, 3D printing, and dental workflows.
Requirements
- Fluent French & English communication skills, both written and verbal.
- 2+ years of experience in customer support, technical support, field service, or a similar customer-facing technical role.
- Hands-on experience troubleshooting electromechanical equipment and isolating hardware, software, connectivity, or workflow-related issues.
- Strong working knowledge of networking fundamentals and confidence supporting Windows and macOS environments.
- Experience managing customer cases in a CRM, ticketing, or support platform.
- Excellent written and verbal communication skills, with the ability to explain technical concepts clearly to customers with different levels of technical expertise.
- Strong attention to detail, organization, follow-through, and time management.
- Ability to work collaboratively in a fast-paced, evolving environment while maintaining a positive and customer-focused approach.
Nice To Haves
- Engineering, technical, or related degree or equivalent practical experience.
- Experience with 3D printing, additive manufacturing, or digital fabrication workflows.
- Experience in dentistry, dental labs, dental schools, dental offices, or digital dental workflows.
Responsibilities
- Provide timely, professional technical support for SprintRay software, 3D printers, post-processing equipment, and design services through phone, email, and remote/online support sessions.
- Own customer support cases from intake through resolution by gathering relevant technical information, documenting findings, and following established company policies and procedures.
- Diagnose complex customer issues across hardware, software, networking, appliance design, and workflow using systematic troubleshooting and root-cause analysis.
- Manage an active case pipeline efficiently, balancing urgency, customer impact, and service-level expectations.
- Identify, prioritize, and communicate practical resolution options to customers, including next steps, workarounds, and escalation paths when appropriate.
- Escalate recurring or high-impact customer feedback and field issues to the Technical Manager and cross-functional partners, including R&D, Quality, and Product Development.
- Capture accurate case notes and customer feedback in CRM/support systems to support continuity, trend analysis, and product improvement.
- Contribute to knowledge sharing, troubleshooting documentation, and continuous improvement of support processes and customer-facing guidance.
- Partner effectively with teammates and internal stakeholders to improve issue resolution, customer satisfaction, and overall support quality.
- Participate in occasional travel for training or other company-related events.
- Flexibility to work EST hours.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
