Technical Support Specialist

Responsibilities

• Provide mid and high-level telephone technical support for our product lines to customers, field based sales and clinical support teams.
• Analyze customer issues and complaints to determine if issue is product or customer process related and take necessary steps to resolve any and all problems.
• Perform remote analysis, troubleshooting and repair using Bomgar.
• Enter and/or update relevant Case Ticketing information into
• Guide customers and field-based Sales and Clinical Support teams through data storage and workflow requirements.
• Troubleshoot and diagnose customer product issues. Determine if solution can be corrected via the phone and, if not, formulate a repair plan, determining most cost effective repair/resolution to minimize customer downtime.
• Provide customer and manager with proposed repair procedures and improvements.
• Provide relevant customer feedback to our Management and Product Management teams.
• Work with other team members and/or departments to triage and resolve escalated technical issues.
• Perform remote HE Application software installation and configuration.
• Work with customers and third-party vendors to provide recommended software interface solutions.
• Maintain an up-to-date knowledge of company products and services.
• Document technical knowledge in the form of notes and manuals.

• Four or more years of hands-on experience in a technical phone support role.
• Associates degree or equivalent combination of education and/or training in a technical field (IT a plus).
• Experience in IT hardware (PC, servers, laptops, printers, accessories).
• Experience and/or working knowledge of network technologies and troubleshooting techniques (TCP/IP, VPN, Remote Desktop, etc.).
• Knowledge and experience with MS Windows 7, 8, 10, Windows Server 2008, 2012 and 2016.
• Basic understanding of medical imaging technology, DICOM, HL7 and Relational Database technology.
• Excellent communication skills and the ability to interact effectively with specialized technical personnel and customers.
• Must be a self-starter, have strong interpersonal and organizational skills, and be flexible in a dynamic team environment.
• Should have a high degree of technical proficiency, excellent problem solving skills, and analytical abilities.
• Experience using  as a Case ticketing system a plus.
• Must be able to multi-task in a constantly busy work environment while maintaining an attention to detail.
• Must be willing to work remotely on occasion as needed.