Help Desk Support (Product Support Representative)

Job Summary

The Product Support Representative has the primary responsibility within the call center for providing internal and external customer support for Respironics compliance monitoring product line (Care Orchestrator). This is a rotating schedule job, 8am-8pm to be discussed during the interview process. It is also a hybrid role, typically 3 days/week TBD by the hiring manager.

Roles & Responsibilities

• Coordination of pre-install activities (scheduling installs, reviewing Pre-installation checklists, completing Pre-installation readiness checks with customers, etc.)
• Remote configuration of software according to customer specifications.
• Post install support within the product support call center.
• Auxiliary support for customers in maximizing the utility of Care Orchestrator software by appropriately configuring the software and training end-users to meet individual customer needs.
• Assistance with resolving escalated customer issues and determining requirements for future releases, as well as assisting with testing future releases prior to launch.
• Research, record, and provide appropriate feedback and solutions to customers with regard to product complaints and events associated with the software application.
• Inform Product Managers on customer issues related to software utilization and software design.

Behaviors

• Conflict Management
• Timely Decision Making
• Process and Time Management Skills
• Market Foresight
• Learning Agility
• Teaming
• Ability to deal with multiple tasks and conflicting priorities
• Action/Problem Solving Orientation
• Independent Thought Process
• Independent Learning
• Maintain Software and Computer Technical Expertise
• Outstanding Interpersonal and Communication Skills
• Work within a Team Environment

Growth

• Define with their manager goals for personal and professional development
• Take accountability to execute their personal development plan to grow within current role and to prepare for future roles

Qualifications

• Minimum of an Associate's degree, Bachelor's degree preferred. I.T. related degrees preferred, but will accept other majors with relevant I.T. experience.
• A minimum of 3+ years of appropriate IT related customer service.
• Experience in the medical device industry highly desired.
• Professional phone skills and Customer Service Skills highly desired.
• Experience with use of software including Microsoft Office, Word, Excel and SAP required.
• Must possess a good understanding of computer functionality and experience with software/hardware troubleshooting.
• A demonstrated understanding of computer networks and database structure is also required to perform the role.
• Knowledge of Windows XP, Vista, 7, and 8 Operating systems required.
• Knowledge of Android and iOS mobile operating systems highly desired.
• Knowledge of SQL Server preferred.

Work Environment

This position performs in a standard call center environment which includes a scheduled shift rotation covering 8am-8pm Monday through Friday. Limited travel (5%) which could require the setup of equipment up to 25 lbs. Requires a demonstrated proficiency in use of standard office equipment – including computers.