Description:
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
- Assist 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
- Duties may be modified or assigned at any time based on business need
Qualifications
Education / Certification / Experience Required:
- Bachelors of Science degree in Biomedical Engineering, Computer Science, Biological Sciences, Information Technology, or related technical field related discipline 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.