Position : Customer Support Specialist – Remote
Location : San Diego, CA
Duration : 12 Months
Total Hours/week : 40.00
1st Shift
Client: Medical Device Company
Job Category: Sales Support
Level of Experience: Entry-Level
Employment Type: Contract on W2 (Need US Citizens or GC Holders Only)
Work hours: 8a-5p Pacific M-F
We Have These 3 Must Haves Listed
• 1-5 years technical/customer support experience, Ability to review application and OS logs, Excellent customer service skills (written and verbal) a must
Job Description
• This is an entry-level position requiring 1-5 years technical/customer support experience with the opportunity for accelerated growth.
• As a Customer Support Specialist, you will be the first voice the client will hear and the first level of support.
• Your responsibility will be to accept inbound calls from doctors, nurses, pharmacies, and other healthcare entities; obtain the necessary information, attempt to resolve the incident, or escalate if necessary.
• You will delegate pending call-backs to the appropriate Customer Support Specialist tiers.
• Documentation of the client’s name, concerns/complaints, facility, and phone number is paramount before escalating tickets.
Essential/critical Functions
• Follow necessary Customer Support protocols
• Interact with customers in a professional and enthusiastic manner via verbal and written communication
• Promptly answer support calls, document, and transfer with a high level of urgency
• Accurately document client interaction in a professional manner
• Work well with people from different disciplines with varying degrees of technical experience while maintaining a positive attitude
• Organize caseload, troubleshoot assigned queue of cases, and identify those that need escalation in a high-pressure environment
• Resolve open tickets and communicate resolution to the client to confirm satisfaction
• Use internal support applications to communicate professionally, effectively, and timely with the internal team and customers
• Support the field implementation team to successfully complete installations
• Coordinate and execute the shipment of parts and supplies to customers
Technical
Skills and Attributes:
• Databases SQL Server (SQL 2008/2012)
• Must be able to write queries and analyze SQL data (i.e., Select and Join statements) within complex database structures.
• SSIS (SQL Job) exposure/experience
• SQL Reporting Services
• OS knowledge
• Server 2008 /Server 2012/ Windows 7
• Windows Services
• IIS and Web Applications
• Running Performance Counters
• Basic Understanding of Group Policies
• Security Permissions
• Networking topology
• DNS
• DHCP
• LAN/WAN
• Telnet
• Ports (Networking/OS)
• Understanding of XML language
• Ability to review application and OS logs
• Active Directory experience or exposure
• VMware experience or exposure (1+ years)
Soft Skills
• Excellent written and verbal communication skills with the ability to clearly articulate solutions to complex technical problems
• Excellent time management and multitasking skills Strong personal commitment to quality, customer service and patient safety
• Ability to understand and communicate complex technical systems to a non-technical audience
• Works well in a team environment
• Proven ability to maintain a professional demeanor when handling complex user issues and high-pressure situations
Other Skills
• Excellent customer service skills (written and verbal) a must
• Exceptional attention to detail
• Excellent organizational skills
• Ability to work in a fast-paced environment
• Exceptional ability to interact with customers in a professional and friendly manner, especially in high-stress situations
• Ability to effectively listen, empathize and reassure clients their issues will be resolved
• Ability to independently research, troubleshoot, and probe technical hardware and software issues
• Ability to work in a team environment
• Ability to work in a remote, home office-based environment
• Experience using a computer in a work setting
• Strong work ethic and initiative
Education/Licenses/Certifications Required
• No degree required
• Preferred Certifications
• A+, N+