Fusion3 prides itself on providing the best technical support from any 3D printer manufacturer. The Technical Support Associate assists our customers with questions, issues, ongoing customer education, and helps them get the most out of their Fusion3 equipment.

BASIC SKILLS

• 2+ years of experience in a customer support or similar role.
• 3-5 years of general work experience.
• Comfort with and aptitude towards learning new technologies.
• Professional communication skills (phone, written and face-to-face)
• Strong problem-solving abilities.
• Comfortable with using PCs and online software including Gmail, Ticketing systems like Happyfox, Salesforce, Freshdesk, productivity software (word processing, spreadsheets and presentation).
• High School Diploma or equivalent. Associates or Bachelor’s degree preferred.
• Prompt, consistent attendance is required for this position. Role will be shift-based (8-9 hours in duration with breaks) and may be assigned during support hours of 8am to 8pm.

PREFERRED QUALIFICATIONS

• 3D Printing or other electro-mechanical experience.
• Prior experience with CAD software.
• Delivering customer support in a fast-paced, SLA-focused environment.
• Demonstrated ability to solve problems, analyze symptoms, and suggest appropriate solutions through training and individual experience.
• Enjoys working both independently and in team situations.
• Able to accept feedback and encouragement from managers, team leaders and co-workers.

• Field questions and efficiently diagnose customer issues via email, video call, and phone.
• Coach customers at all skill levels through the 3D printing process from unboxing through completing a print.
• Develop and maintain expertise of Fusion3 products and their operation to ensure customer satisfaction.
• Share the knowledge you gain on the job by contributing articles to our internal and customer-facing knowledge bases.
• Participate in training and orientation of new team members as your expertise increases.
• Maintain a professional attitude and workplace demeanor at all times.