Customer Support Specialist – Remote 2nd Shift PST (Must Have OS log & Customer Support Exp)

Remote position based in San Diego, CA. 12-month contract on W2; US Citizens or Green Card holders only. 40 hours per week, 2nd shift (12 PM – 9 PM Pacific, Monday–Friday, including a 1-hour lunch).

About the role

This is an entry-level position requiring 1–5 years of technical/customer support experience, with opportunities for accelerated growth. As the first point of contact, you will handle inbound calls from doctors, nurses, pharmacies, and other healthcare entities, gather necessary information, attempt to resolve incidents, or escalate as needed. You will also delegate pending callbacks to appropriate support tiers and ensure thorough documentation before escalating tickets.

Responsibilities

• Follow established Customer Support protocols.
• Interact with customers professionally and enthusiastically via verbal and written communication.
• Promptly answer support calls, document interactions, and transfer with urgency.
• Accurately document client interactions in a professional manner.
• Collaborate with colleagues from different disciplines while maintaining a positive attitude.
• Organize caseload, troubleshoot assigned cases, and escalate when necessary in a high-pressure environment.
• Resolve open tickets and confirm client satisfaction.
• Use internal support applications to communicate effectively with the team and customers.
• Support the field implementation team to complete installations.
• Coordinate and execute the shipment of parts and supplies to customers.

Requirements

• 1–5 years of technical/customer support experience.
• Ability to review application and OS logs.
• Excellent written and verbal communication skills.
• Experience working in a remote, home office-based environment.
• Strong work ethic and initiative.

Technical Skills

• Databases: SQL Server (2008/2012), including writing queries and analyzing data (e.g., SELECT and JOIN statements).
• Exposure to SSIS (SQL Jobs) and SQL Reporting Services.
• OS knowledge: Server 2008/2012, Windows 7, Windows Services, IIS, and Web Applications.
• Basic understanding of Group Policies, Security Permissions, and Networking topology (DNS, DHCP, LAN/WAN, Telnet, Ports).
• Understanding of XML language.
• Active Directory experience or exposure.
• VMware experience or exposure (1+ years).
• Running Performance Counters.

Soft Skills

• Excellent written and verbal communication, with the ability to articulate solutions to complex technical problems.
• Strong time management and multitasking abilities.
• Commitment to quality, customer service, and patient safety.
• Ability to communicate complex technical systems to non-technical audiences.
• Proven ability to maintain professionalism in high-pressure situations.
• Exceptional attention to detail and organizational skills.
• Ability to work in a fast-paced environment and interact professionally in high-stress situations.
• Strong listening skills, empathy, and reassurance for clients.
• Ability to independently research, troubleshoot, and probe technical hardware/software issues.
• Team-oriented mindset.

No degree required.