Technical Support Specialist, Monitoring

About the role

The Technical Support Specialist, Monitoring is responsible for providing technical support to customers in support of windows-based medical devices and applications. The Technical Support Specialist, Monitoring will interact directly with the customer and provide support for information and/or order status requests, answer part-related inquires, provide level 1 technical support, and escalate technical issues to Technical Support 2 or Technical Support 3 when necessary.

Essential Functions And Duties

• Provide support for incoming customer technical issues by providing resolution or escalating in a timely manner
• Provide support for customer requests for repair status, documentation, software, or part numbers
• Provide support for requests for technical assistance by internal customers
• Perform follow up support related to TSS2 or TSS3 issues
• Diagnose and resolve hardware, software, and configuration issues using a combination of documented troubleshooting processes and creative problem solving
• Aid customers with system configuration, software updates, and interoperability issues
• Provide follow up with customers regarding repair costs and purchase order requests
• Provide follow up support for QA requests by contacting customers to request additional information
• Adhere to all company policies, procedures, and business ethics codes

Qualifications

• Bachelor's of Science degree in Biomedical Engineering, Computer Science, Biological Sciences, Information Technology, or related technical field (preferred)
• Relevant education and experience accepted in lieu of degree
• 2+ years of help desk, ticket tracking experience preferred
• Relevant certifications such as CBET, EEG, or CompTIA A+, or equivalent knowledge preferred
• Windows XP, 7, 10 Professional operating systems experience
• Experience with Microsoft Office Suite
• Level and compensation depend on location, experience, education and skills

Competencies

• Ability to follow written and verbal direction and established processes/policies
• Excellent customer service and organizational skills
• Demonstrated ability to solve problems and troubleshoot
• Strong record-keeping skill: ability to follow through and document issues and resolutions
• Able to communicate verbally and in writing, and to receive and understand verbal and written instructions in English
• Able to work effectively both independently and in a collaborative team environment

Pay

The anticipated range for this position is an hourly rate of $25.00 to $40.00 Actual placement within the range is dependent on multiple factors, including but not limited to skills, education, experience and location.

Schedule

The regular hours for this full-time position from Monday–Friday is dependent on the location of the tech if working remotely but will be a 40-hour work week. Holiday, weekend, and on-call work hours are also required and may extend beyond the standard 40-hour work week. Regular hours may vary due to the needs of the organization or department and are subject to change at any time at the Company’s discretion. Must be willing to work in PST or EST.

Physical

Generally may require some reaching, bending, stooping, squatting, crawling, kneeling, pushing, pulling, lifting, carrying up to 20 pounds, finger dexterity, repetitive motions, standing, walking, sitting, hearing, visual acuity, and color vision.

Travel

Minimal