Customer Support • Entry-Level

Who you are

You are a natural problem-solver with a passion for technology, particularly in the realm of 3D printing. You possess strong communication skills in both Japanese and English, allowing you to effectively assist customers and address their inquiries. Your hands-on experience with electronic and mechanical products equips you with the ability to troubleshoot and resolve issues efficiently. You care deeply about customer satisfaction and are adept at guiding users to solutions, ensuring they feel supported throughout their experience.

Your analytical skills enable you to assess situations quickly and provide effective resolutions, while your organizational abilities help you manage administrative tasks and long to-do lists without feeling overwhelmed. You thrive in environments where you can demonstrate your expertise and lead customers to successful outcomes. Bonus points if you have additional language skills that can further enhance customer interactions.

Desirable

Experience with 3D modeling, printing, and digital fabrication is a plus, as it allows you to better understand the products you support. Familiarity with ticket or case management systems, such as ServiceCloud, will help streamline your workflow and improve response times.

What you'll do

In this role, you will support users in learning the ins and outs of 3D printing through various communication channels, including phone and email. You will be responsible for addressing customer inquiries, providing resources, and ensuring that users have a seamless experience with Formlabs products. Additionally, you may be required to go on-site for critical hardware issues, demonstrating your hands-on ability to resolve problems directly.

Your role will also involve training business partners to become experts in our products, ensuring they can effectively utilize the technology. You will gather customer feedback and reports to relay back to our international engineering team, contributing to product improvements and enhancements. Your goal is to keep customers happy and engaged, fostering a positive relationship with the Formlabs brand.

What we offer

At Formlabs, we value diversity and are committed to building an inclusive community. We encourage you to apply even if you don't meet every requirement listed. Join us in our mission to revolutionize the 3D printing industry and make cutting-edge technology accessible to designers, engineers, researchers, and artists around the world. We offer a collaborative work environment where your contributions will directly impact our customers' experiences and the future of 3D printing.