Customer Support Agent - 3D printing

As a Customer Support Agent at Formlabs, you will be the primary point of contact for our customers, providing exceptional support and education. Our mission 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.

In this role, you will manage customer cases through multiple channels, including email and phone conversations, responding within established Service Level Agreements. Your responsibilities will include logging all contacts, providing technical support and diagnosis, and offering customer education opportunities to ensure optimal printer performance. Additionally, you will dispatch replacement parts, hardware, and software as needed, and collaborate with internal teams to relay customer feedback on software and hardware.

The ideal candidate will have at least one year of experience in customer service, education, or hardware support, along with a high school diploma or equivalent. Strong written and verbal communication skills are essential. Preferred qualifications include technical retail experience, a background in the dental field or additive manufacturing, a STEM degree, and fluency in Spanish or French.

Formlabs offers a comprehensive benefits package, including a robust equity program, healthcare coverage, 401K matching, generous parental leave, and flexible time-off plans. Employees also enjoy on-site parking, healthy meals and snacks, professional development opportunities, and unlimited 3D prints. Our inclusive and diverse community provides numerous cultural events and growth opportunities, making Formlabs an excellent place to advance your career in the 3D printing industry.