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Customer Support Specialist

| Somerville

To reinvent an industry, you have to build the best team. Join Formlabs if you want to bring groundbreaking professional 3D printers to the desktop of every designer, engineer, researcher, and artist in the world.

User satisfaction lies at the heart of Formlabs’ success. The capabilities of our desktop technology are growing rapidly, and so are the needs of our team. We’re looking for:

  • Expert teachers to help our customers learn the ropes of 3D printing
  • Problem solvers to figure out what went wrong and how to fix it
  • Empathetic communicators to keep our users’ trust

Our incredible Customer Support team connects with those users in three different ways: 

  • Email—flex your writing skills to keep our users happy and printing! 
  • Live Chat—be quick on your toes and rapidly help our users in *realtime*.
  • Phone Support—be vocal in connecting with our users, utilizing a more *personalized* touch (inbound and outbound).
  • Live Trainings—teach new users the ins and outs of 3D printing and the Form 2 with custom training sessions.

The Job:

  • Remotely support users in learning the ins and outs of 3D printing
  • Keep customers ridiculously happy
  • Print in 3D to your heart’s content

You:

  • Love to make your customer’s day by not only answering there question but also anticipating those to come
  • Able to quickly diagnose and resolve technical issues
  • Can communicate with grace without being face to face with users
  • Able to make friends with new technology (and your human friends make you fix theirs)
  • Already caught our grammatical mistake above (spelling matters to you, too)

Bonus skills:

  • Experience providing technical support for hardware products
  • Familiarity with ticket or case management systems ( Service Cloud)
  • Experience with 3D modeling, printing and digital fabrication

Our Perks:

  • Flexible Vacation
  • Generous premium coverage for medical, dental, and vision plans
  • Paid parental leave
  • Commuter benefits
  • Unlimited 3D prints

*Please note this position is based out of our Somerville, MA office.

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. Even if you don't check every box, but see yourself contributing, please apply. Help us build an inclusive community that will change the face of 3D printing.

Read Full Job Description

Location

35 Medford St. Suite 201, Somerville, MA 02143

An Insider's view of Formlabs

What’s the vibe like in the office?

Culture is extremely important at Formlabs. With now over 400 people combined in our Boston and Berlin offices, the goal is to “keep Formlabs weird,” which is really just a fun way of saying, “let’s keep things interesting.” Since we are trailblazing the way for a new era of low-cost manufacturing, keeping things interesting isn’t too difficult!

Formlabs

Formlabs

What projects are you most excited about?

Everything we produce is an ongoing project. A big focus for us has always been to relentlessly improve upon our existing products. We release regular updates to our software, printer and materials - keep an eye on our blog to see all the exciting things we have planned for the coming year!

Formlabs

Formlabs

How does the company support your career growth?

Everything Formlabs is doing and creating has never been done before. We are a work-in-progress organization with a lot of space for growth. We seek to cultivate an environment where individuals can contribute their own new ideas and participate in the evolution of the company.

Formlabs

Formlabs

What is your vision for the company?

We're committed to bringing powerful and accessible fabrication tools into the creative hands of professionals around the world.

Formlabs

Formlabs

What are some social events your company does?

We regularly have people organizing everything from whiskey tastings to ice climbing. The interest-diversity here is vast and people are quick to jump in and learn something new. Just to name a few of our internal “clubs," we have Booklabs, Filmlabs, Whiskeylabs, ping pong tournaments, Fitness Bootcamp, yoga, Ragnar, summer camps, hackathons . . .

Formlabs

Formlabs

What are Formlabs Perks + Benefits

Formlabs Benefits Overview

We invest in our people. That's why we provide flexible vacation, generous premium coverage for medical, dental, and vision plans, paid parental leave, commuter benefits, and unlimited 3D prints. We are committed to offering a holistic benefit package to support you inside and outside the office.

Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Dental Benefits
Vision Benefits
Health Insurance Benefits
Retirement & Stock Options Benefits
401(K)
Company Equity
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Vacation & Time Off Benefits
Unlimited Vacation Policy
Perks & Discounts
Beer on Tap
Casual Dress
Company Outings
Game Room
Stocked Kitchen
Some Meals Provided
Happy Hours
Pet Friendly
Recreational Clubs
Fitness Subsidies

Additional Perks + Benefits

Catered lunches 3x per week, unlimited snacks, office pets, 100% healthcare coverage, regular presentations and technical talks, Form Clubs for anything and everything.. CoffeeLabs, WhiskeyLabs, PaintLabs, GameLabs, FilmLabs, the list goes on. A culture that welcomes you into your FormFamily from Day One.

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