Software Support Analyst

Software Support Analyst I

Location: Carlsbad, CA

At Breg, we are dedicated to advancing orthopedic solutions that enhance the lives of patients and support healthcare professionals. As a leader in the orthopedic industry, we provide innovative products, consulting, technology, and services that help people move forward with confidence.

We are currently seeking a Software Support Analyst I to join our team in Carlsbad, CA
. If you thrive in a dynamic environment where innovation and impact go hand in hand, this is the opportunity for you.

You are a forward-thinking professional who values collaboration, innovation, and making a meaningful difference. You bring expertise in demonstrating ownership and accountability, the ability to communicate effectively and are eager to contribute to a team that is committed to delivering exceptional patient outcomes.

• Own the post‑sales/post software implementation customer relationship and aim to delight customers with every engagement.
• Provide technical support via phone and email for the company’s product portfolio by answering “how-to” questions, answering technical inquiries, diagnosing reported problems or configuration issues, recommending possible solutions and following issues through to successful resolution.
• Effectively and accurately reproduce issue and provide accurate detailed technical information to internal teams as required to drive to resolution.
• Lead and manage the interactions with appropriate technical/programming personnel for customer problems that cannot be resolved quickly and monitor progress to problem resolution, initiating timely feedback to management and the customer.
• Lead and manage the interactions with Customer Care and other departments to ensure the complaint management processes is communicated and adhered to.
• Participate in and lead new, and existing, process development efforts focused on improved service delivery standards.
• Maintain an understanding of the order processing flows, the RMA processes and adhere to existing product complaint and documentation requirements.
• Create and document knowledge gained from every customer interaction to contribute to knowledge growth and expansion of the Technical Support Team.
• Document all customer‑reported problems in the ticket tracking system, including the nature of the enquiry, and the resolution recommended.
• Meet service delivery metrics as defined by the department and perform special projects and tasks as assigned.
• Behave in a professional manner both internally and externally in relationships that positively impact the company’s reputation and comply with the company’s policies and practices; be accountable and committed to demonstrating Breg’s cultural beliefs and achieving the key results of the company.
• Promote Breg's culture within the organization using established tools such as storytelling, providing focused feedback, and recognition. The performance of the position is aligned with the culture of commitment and accountability, following the steps of:
  See it, Own it, Solve it, and Do it.
• Collaborate with cross‑functional teams to drive excellence in patient care and business solutions.

• Bachelor’s Degree in Computer Science, Information Systems, Life Sciences or an equivalent combination of education and work experience.
• At least 1 year experience and knowledge of working in technical support or customer support external customer‑facing environments is required.
• Strong customer service background with the ability to present information effectively; possess a professional and friendly phone manner; strong written communication skills.
• Experience analyzing, assessing and resolving complex system level software issues. Highly analytical; can think outside the box to solve customer issues.
• Ability to work independently and as part of a team in a customer‑driven, fast‑paced environment.
• Ability to leverage scripting tools to continually improve process efficiencies.
• Computer proficient to include web browser/internet search, Microsoft Outlook, Word, and PowerPoint capabilities. Technical competence includes the ability to…