Technical Customer Service Agent

Responsibilities

• Accept and manage customer cases through multiple channels, including email and phone conversations
• Respond to inquiries within published Service Level Agreements (SLAs)
• Provide technical support, diagnosis, and customer education to ensure successful 3D printing experiences
• Log all customer contacts and maintain detailed case records
• Dispatch replacement parts, hardware, and software according to business guidelines
• Collaborate with internal teams to act as the voice of the customer regarding software and hardware feedback
• Learn Formlabs products deeply by printing for yourself and for customers

Requirements

• 1+ years of experience in customer service (contact center, field services), education, or hardware support
• High School degree or equivalent
• Strong written and verbal empathetic communication skills

Preferred Qualifications

• Technical retail experience (e.g., Apple Genius Bar, Geek Squad)
• Experience in the Dental industry (hygienist, lab technician, etc.)
• Experience in Additive Manufacturing
• STEM degree
• Fluency in Spanish or French

Benefits

• Robust equity program (RSUs)
• Comprehensive healthcare coverage (Medical, Dental, Vision)
• 401K matching and access to financial advisors
• Generous paid Parental Leave (up to 16 weeks)
• Tenure-based paid Sabbatical Leave (up to 6 weeks)
• Flexible Out of Office Plan
• Healthy on-site lunches, snacks, and beverages
• Regular professional development opportunities
• Unlimited 3D prints

About the Company

Formlabs is building the tools that make it possible for anyone to bring their ideas to life. Our 3D printing technology powers innovation at more than 50,000 industry leaders worldwide, including Apple, Google, Tesla, and NASA. We are a team of hands-on builders and innovators reinventing how the world makes physical things.