Sr Product Support Specialist
Sr Product Support Specialist
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Job Description
Position Summary:
The Sr. Product Support Specialist Onsite acts as the support resource for Censis clients primarily in the Texas region and secondarily for the rest of the Censis client base. Additionally this role works with internal stakeholders to ensure resolution and client satisfaction on support and technical issues. This position provides excellent support and customer service to clients using the Censis portfolio of products. This includes handling any customer issues on CensiTrac and addon modules with empathy documenting all communications until case resolution and being a reliable team leader capable of providing product knowledge and innovating on current processes.
Primary Responsibilities:
- Serve as the main point of contact for assigned customers to address outstanding technical and application issues stay in sync with customer requests and respond to client inquiries regarding the support of CensiTrac and onsite needs.
- Independently research troubleshoot and solve complex technical and applicationrelated customer inquiries primarily inperson in addition to providing support via phone and email.
- Prioritize swift resolution of incoming tickets from customers with professionalism and proficiency in product and SPD workflow maintain and exceed SLA adherence and CSAT.
- Coordinate with clients and appropriate internal departments to ensure clients are properly serviced maintaining a strong relationship with the CSM assigned to customers.
- Develop and maintain an expertlevel understanding of the CensiTrac product suite (including but not limited to LoanerLink ScopeTrac Advanced AI2 etc..
- Maintain an indepth clinical understanding of the Sterile Processing Department.
- Facilitate and participate in processimprovement projects in the Technical Support department.
- Support the Technical Support Specialist role by providing product knowledge mentorship and guidance on internal processes.
- Participate in (afterhours) oncall rotation.
Requirements/Qualifications:
- 2 5 years of experience using CensiTrac in an SPD.
- Sterile Processing Technician certificate or relevant experience in a clinical SPD setting.
- 2 5 years of customer support experience SaaS preferred.
- Proficient in the use of Microsoft Office products.
- Excellent presentation writing organizational analytical and problemsolving skills.
- Experience using Zendesk SalesForce ServiceCloud or similar applications preferred.
- Experience providing onsite hardware support preferred.
Other Skills:
The Senior Product Support Specialist Onsite must be independently driven a dedicated leader and possess a handson approach and cando demeanor. This person will be an excellent communicator and motivator with telephone etiquette and possess good interpersonal and listening skills. The ideal candidate will be highly analytical datadriven conclusive organized focused strategic practical creative and innovative. Strong problemsolving skills the ability to multitask and a passion for selfgrowth are a must.
Education:
- Associate or bachelors degree in a related area or equivalent experience.
Travel Requirements:
- Must have the ability to travel onsite to assigned customer locations. Up to 80 onsite work.
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Required Experience:
Senior IC
Employment Type
Full-Time
