Global Customer Service Support – Technical Support Specialist

Location: San Diego, CA | Duration: 6-month contract | Schedule: 1st shift, 40 hours/week

About the Role

The Technical Support Specialist 1 (TSS-1) assists in resolving complex, time-sensitive, and high-risk issues—including customer escalations, site-down scenarios, remote troubleshooting, and dispatching cases to field service technicians—with professionalism and timeliness. This role requires a deep understanding of both Legacy and Next-Gen systems, from server to station, as well as integrated connections to other client products. The team’s mission is to deliver exceptional service by building trusted partnerships, fostering open communication, and driving collaboration across functions.

Responsibilities

• Customer Service Support (50%):
  • Quickly address and provide support for inbound calls.
  • Use phone and email effectively to communicate with customers.
  • Maintain high data quality and integrity through analysis and knowledge.
  • Treat others fairly and respectfully, preserving dignity and valuing opinions.
  • Provide progress updates, seek customer feedback, and ensure needs are met.
  • Adapt communication style to suit the audience, using clear and concise language.
  • Explain complex or technical concepts in plain terms.
  • Balance expectations and timelines while following process checklists.
  • Organize time effectively and maintain productivity.
  • Display a positive attitude toward work, coworkers, and policies.
  • Seek and apply feedback to improve performance.
  • Acquire new competencies and methods to enhance efficiency.
• Problem Solving / Decision Making:
  • Use initiative and logic to proactively assess and resolve technical issues.
  • Accurately prioritize tasks with minimal coaching.
  • Solve issues independently or by consulting peers/senior specialists.
  • Remain open to multiple approaches for addressing needs or resolving issues.
• Technical (40%):
  • Understand client products and their technical/field support in customer environments.
  • Recognize how products enhance and interact with hospital workflows.
  • Identify issue trends and use tools/resources for troubleshooting.
• Administrative/Other (10%):
  • Adhere to work and call schedules.
  • Complete required training on time.
  • Perform other assigned duties.

Qualifications

• Bachelor’s degree in Computer Science or 2+ years of equivalent experience.
• 1+ years of Microsoft SQL experience.
• CompTIA A+ or N+ certification preferred.
• Ability to communicate technical solutions to non-technical audiences.

Skills

• Windows Server (2008+) and Desktop Administration (Windows 7+).
• Networking topology, terminology, and 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.

Training

3 weeks of combined in-classroom training and shadowing, followed by on-the-job training.

Physical/Mental Requirements

• Standard non-changing shift (may include weekends based on assigned schedule).