3D Printer Technical Support – Customer Service/Help Desk Agent

**Overview:**
We are seeking a Customer Service/Help Desk Agent with a passion for 3D printing technology and a knack for providing exceptional customer support. In this role, you will be responsible for addressing customer inquiries, technical troubleshooting, and providing guidance on 3D printing-related issues. The ideal candidate will possess hands-on experience with 3D printers, slicing software, and possess a customer-friendly attitude with a willingness to go above and beyond to assist customers.

**Responsibilities:**
– Respond to customer inquiries via various channels including email, phone, and live chat regarding 3D printing products and services.
– Provide technical support and troubleshooting assistance for 3D printer hardware, software, and related accessories.
– Assist customers with setup, calibration, and maintenance of 3D printers and slicing software.
– Guide customers through the printing process, including file preparation, slicing, and post-processing techniques.
– Document and track customer interactions and issue resolutions using help desk ticketing systems such as Zoho Desk.
– Collaborate with other team members to escalate complex technical issues and provide timely resolutions.
– Continuously update knowledge base articles and FAQs to assist customers in finding solutions independently.
– Handle customer returns, exchanges, and warranty claims in accordance with company policies.
– Contribute to the improvement of customer service processes and procedures to enhance overall customer satisfaction.
– Utilize Shopify platform to process orders, provide product information, and assist with customer inquiries related to purchases.

**Requirements:**
– Previous experience in customer service or technical support role, preferably in a similar industry.
– In-depth understanding of 3D printing technology, including knowledge of various 3D printer models, slicing software (e.g., Cura, Prusa Slicer), and troubleshooting techniques.
– Hands-on experience owning and operating a 3D printer, with the ability to share personal insights and practical knowledge with customers.
– Strong communication skills with the ability to articulate technical concepts in a clear and concise manner.
– Excellent problem-solving skills and ability to adapt to changing priorities in a fast-paced environment.
– Customer-focused mindset with a genuine desire to assist and satisfy customer needs.
– Proficiency in using help desk ticketing systems, preferably Zoho Desk, and familiarity with Shopify platform is a plus.
– Ability to work independently and collaboratively within a team environment.

**Join Our Team:**
If you are passionate about 3D printing technology and enjoy helping customers solve problems, we invite you to join our dynamic team. Apply now and become a valuable asset in providing exceptional customer service and technical support to our growing customer base.