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Customer Support Engineer

2 months ago

Belmont, United States LuxCreo Inc. Full time

LuxCreo is a leader in 3D printing solutions and committed to innovation, product excellence, and customer success. Providing fully integrated solutions cloud connected 3D printers, AI-enabled printing software, and advanced materials, LuxCreo is transforming the way businesses design and manufacture products in consumer, medical, dental, and industrial industries. Backed by Kleiner Perkins, LuxCreo is a privately held company with North American headquarters in the San Francisco Bay Area, and Asian headquarters in Beijing, China.

**Position Summary:**

We are looking to hire a candidate who is inspired by the transformation happening with the latest advancements in 3D printing and wants to be part of this movement. Candidates must have customer support experience to hit the ground running. This individual would be responsible for maintaining customer relationships, troubleshooting software and hardware issues, and working cross-functionally across company departments. Familiarity with 3D printing and related products and printing procedures is preferred. A successful candidate will have a high attention to detail, strong organizational skills, and team-oriented disposition. Prior experience in a similar role is preferred.

**Qualifications**

* Bachelors degree in Engineering, Computer Science, Information Technology, or equivalent

* 1+ years of experience with customer support

**Responsibilities**

* Respond to customer queries in a timely and accurate manner

* Analyze and report product malfunctions

* Monitor customer complaints on social media and reach out to provide assistance

* Follow up with customers to ensure their technical issues are resolved

* Gather and clearly document customer feedback

* Share customer feedback with Product, Sales and Marketing teams

* Diagnose and troubleshoot technical issues

* Provide prompt and accurate feedback to customers

* Prioritize and manage several open issues at one time

**Skills**

* Good understanding of 3D printing

* Ability to diagnose and troubleshoot basic technical issues

* Excellent problem-solving and communication skills

* Ability to provide step-by-step technical help, both written and verbal

* Strong customer service skills

* Well organized and detail-oriented

* Enthusiastic self-starter capable of working both independently and in a team

* Ability to multi?task and prioritize projects effectively under aggressive timelines

* Ability to troubleshoot software and hardware issues

*LuxCreo is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, sex, sexual orientation, gender identity or expression, religion, national origin or ancestry, age, disability, marital status, pregnancy, protected veteran status, protected genetic information, political affiliation, or any other characteristics protected by local laws, regulations, or ordinances.*

**Benefits:**

* Medical Insurance

* Dental insurance,

* 401k

* paid time-off