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Job Overview
| Location | Remote, US-Field |
| Job Type | Full-time |
| Job | 2023-5937 |
| Category | Customer & Technical Support |
Job Summary
Technical support specialist offers advanced level technical guidance, escalation support, and user service to customers and IL personnel on time on a wide variety of issues, including interfacing with Lab/Hospital Information Systems (LIS/HIS) and middleware connectivity, software problems, and
other product concerns, VPN/remote approach potentials and cybersecurity of IL products. Customer interaction through various methods, such as phone, email, remote sessions, and on-site visits as needed.
Responsibilities of Technical Support Specialist
Key Accountabilities
Essential Functions
- They Offer first-line technical support to customers via email, phone, and remote connectivity for instrument software, interfacing, cybersecurity, connectivity, data downloads, and IT Solutions problems.
- Works with internal resources such as Research & Development(R&D), quality, and IT Solutions to support the resolution of user issues.
- Supports detailed customer records of reported problems and support delivered to ensure accurate customer records.
- Make sure complete resolution of customer issues on first contact or through follow-up contacts and on-site visits as needed.
- Helps administer escalated customer interactions and escalates to appropriate internal contact when unable to resolve.
- They Complete customer security documents.
- Offers after-hours technical support as needed.
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Secondary Functions
Other tasks as assigned.
Budget Managed (if applicable) N/A
Key Relationships
To be determined based on department requirements, to include interactions such as
North America Commercial Operations I Quality I R&D I IT Solutions
Skills & Capabilities of Technical Support Specialist
The ideal candidate for this job will exhibit the following skills and capabilities:
Significant potential to analyze pertinent information, manage data, analyze, follow instructions and escalate problems.
Must have the potential to make technical decisions and create action plans following department procedures.
Potential to respond to on-call escalated customer support activities and domestic travel on short notice
Significant potential to actively listen; facilitate customer’s willingness and engagement to contribute to resolution.
Qualifications of Technical Support Specialist
Minimum Knowledge & proficiency required for the job:
Education
- Minimum Bachelor’s Degree in Computer Science, Information Technology, or Engineering required; or similar proficiency.
Experience
- At least three years of related work proficiency in technical customer support role needed, supporting:
- At Least three years of similar work proficiency in technical customer support roles needed, supporting:
- Interface Engines, IT Security for healthcare environments, Databases, Connectivity, Networking, and ADT/POCT Devices needed.
- Call center proficiency preferred.
Additional Skills/Knowledge
Familiarity working in a health care setting is desirable.
Language: English
International Mobility Required:
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