Global Customer Service Support – Technical Support Specialist

About the role

Client is one of the largest global medical device companies in the world and is advancing the world of health by improving medical discovery, diagnostics, and the delivery of care. The Client MMS Service and Support organization provides technical service and field support to Client dispensing customers with a mission that’s focused on knowing there’s a patient at the center of everything we do so our pledge is to deliver exceptional service to our customers.

The purpose of the Technical Support Specialist 1 (TSS-1) is to assist in resolving complex, time sensitive, and high-risk issues, which include customer escalations, sites down, remote troubleshooting, and dispatching cases to field service technicians, within a timely and professional manner.

Responsibilities

Specific duties, activities, and responsibilities include:

• Customer Service Support (50% of time)
• Technical (40% of time)
• Administrative/Other (10% of time)

Key responsibilities include quickly addressing and providing support for inbound calls, demonstrating effective use of phone and email for communication, and applying analysis and knowledge to maintain high levels of data quality and integrity.

Requirements

• Bachelor’s degree in Computer Science or 2+ years equivalent experience
• Microsoft SQL experience (1+ years)
• CompTIA A+ or N+ preferred
• Ability to communicate technical solutions/recommendations to a non-technical audience
• Windows Server (2008+) and Desktop Administration (Win7+)
• Networking topology, terminology, commands
• IIS and Web Application Administration
• Group Policies Terminology and Administration
• Active Directory Administration
• VMWare Terminology and Administration
• Installing peripherals (Scanners, Printers...)
• Application Installation and Troubleshooting

Skills

Required skills include service orientation, initiative, quality, problem-solving, and decision-making. The ability to set and maintain a conscious balance of expectations and timelines, follow process checklists, and collaborate with others is also necessary.

Training and Schedule

Training will be a combination of in-classroom training and shadowing for 3-weeks, followed by on the job training. A standard non-changing shift will be provided, which may include working weekends based on the provided shift.