Technical Support Specialist 1
Technical Support Specialist 1
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1 Vacancy
Job Description
Position : Technical Support Specialist 1
Location : San Antonio TX
Duration : 6 Months Contract
Total Hours/week : 40.00
Description:
Department Overview
- Client is one of the largest global medical device companies in the world and is advancing the world of health by improving medical discovery diagnostics and the delivery of care.
- The client MMS Service and Support organization provides technical service and field support to client dispensing customers with a mission thats focused on knowing theres a patient at the center of everything we do so our pledge is to deliver exceptional service to our customers.
Purpose
- The purpose of the Technical Support Specialist 1 (TSS1 is to assist in resolving complex time sensitive and highrisk issues which include customer escalations sites down remote troubleshooting and dispatching cases to field service technicians within a timely and professional manner.
- Each TSS1 is also expected to understand the Legacy and NextGen systems from server to station and any integrated connections to other client products.
- We strive to be the leader in support by building trusted partnerships foster open communication drive team and cross functional collaboration and empower our TSS1 to take calculated risks and continuously improve our culture processes and service.
Specific Duties Activities and Responsibilities
of time
Customer Service Support
50
Technical
40
Administrative/Other
10
Knowledge Skills and Abilities:
- Customer Service Support
- Service Orientation Initiative & Quality
- Quickly addresses and provides support for inbound calls
- Demonstrates effective use of phone and email for communication channel
- Applies analysis and knowledge to maintain high levels of data quality and integrity
- Maintains an open approachable manner and treats others fairly and respectfully. Preserves others selfconfidence and dignity and shows regard for their opinions
- Provides to customers progress updates. Seeks customer feedback and ensures needs have been fully met
- Adapts the content tone style and form to suit the needs of the reader the subject and the purpose of the communication by use of clear and succinct information when documenting case notes. Uses plain talk to explain complex or technical concepts
Accountable
- Sets and maintain a conscious balance of expectations and timelines
- Follows process checklists & collaboration process
- Organizing time effectively and utilizing selfmanagement habits that lead to increased productivity
- Displays a positive attitude about the work to be done coworkers customers management and employer policies.
- Asks for and uses feedback to improve performance. Seeks and acquires new competencies work methods ideas and information that will improve own efficiency and effectiveness on the job
- Adresses issues in an open constructive professional manner and persuades others to approach issues in the same
Problem Solving / Decision Making
- Uses initiative and applied logic to be creative and proactive in assessing and providing support to resolve new recurring and ongoing technical issues
- Accurately assesses priority level with limited coaching
- Demonstrates ability to efficiently solve issues both independently and by consulting with senior specialists and peers for next steps
- Remains open to many approaches to address needs or resolve issues. Seeks suggestions from other parties
Technical
- Basic understanding of client products and how technical support and Field supports them in our customers environments
- Understanding of how our products enhance and interact with hospital workflow
- Ability to identify issuetrends and uses available tools resources and team collaboration to troubleshoot customer issues
- Administrative/Other
- Adherence to work and call schedules
- Timely completion of any Company or Department required training.
- Performs other duties as assigned.
Training
- Combination of inclassroom training and shadowing for 3weeks followed by on the job training
- Level 2 product certification training will be provided around the 69 month period followed by a certification exam
Education:
- Bachelors degree in Computer Science or 2 years equivalent experience
Experience:
- Microsoft SQL experience 1 years)
- CompTIA A or N preferred
- Ability to communicate technical solutions/recommendations to a nontechnical audience
- Windows Server 2008 and Desktop Administration (Win7
- Networking topology terminology commands
- IIS and Web Application Administration
- Group PoliciesTerminology and Administration
- Active Directory Administration
- VMWare Terminology and Administration
- Installing peripherals (Scanners Printers...
- Application Installation and Troubleshooting
Physical/Mental Requirements:
- Flexible in working hours that may include working weekends
Required Experience:
Unclear Seniority
Employment Type
Full Time
