Product Support Specialist

About the role

The Product Support Specialist will act as the support resource for Censis clients to ensure resolution and client satisfaction on support and technical issues. This position provides excellent support and customer service to all clients using CensiTrac products. This includes handling any customer CensiTrac issues and documenting all communications until case resolution.

Responsibilities

• Serve as the main point of contact for internal and external customers to resolve outstanding technical and application issues, stay in sync with customer requests, and respond to client inquiries regarding the support of CensiTrac
• Independently solve and research complex technical and application-related customer inquiries by phone and email
• Facilitate the customer concern to higher tiers
• Cook up and maintain an in-depth understanding of the CensiTrac product suite
• Participate in (after-hours) on-call rotation
• Support applicable hardware related to CensiTrac (ex. printers, interfaces, scanners)
• Participate in process-improvement projects in the Technical Support department

Qualifications

• Associates or bachelor’s degree in related area or equivalent experience
• 1-3 years of customer support, SaaS preferred
• Proficient in the use of Microsoft Office products
• Excellent presentation, writing, organizational, analytical, and problem-solving skills
• Experience using Zendesk, Salesforce, ServiceCloud or similar application preferred
• This role must support the Central or Eastern Time Zone

Interpersonal Skills / Characteristics

• The Technical Support Specialist must be customer obsessed, a dedicated team player, and possess a “hands-on” approach and “can-do” demeanor.
• This person will be an excellent communicator with telephone etiquette and possess good interpersonal and listening skills.
• The ideal candidate will be highly analytical, data-driven, conclusive, organized, focused, strategic, practical, creative, and innovative.
• Strong problem-solving skills and the ability to multi-task are a must.

Travel

Position is remote but must be able to travel on-site to client locations 2-3 times/year.

About Censis

Censis, the first company to engineer a surgical asset management system that tracks down to the instrument and patient levels, has continually set the standards for the sterile processing industry. From the beginning, Censis has recognized the vital connection between perioperative innovation and efficiency, unparalleled customer care and improved operational performance. By continuing to invest in technology, ease of integration, education and support, Censis provides solutions that empower hospitals and healthcare providers to stay compliant and ahead of healthcare’s rapidly changing environment. With Censis, you’re positioned to start ahead and stay ahead, no matter what the future holds.

Pay

The salary range for this position (in local currency) is 35,700.00 - 66,300.00