Software Support Specialist

Overview

Technical Support Analyst II – Enterprise Technology (Onsite). MGC Diagnostics provides equal employment opportunity.

Troubleshoot and support interfacing and networking issues related to Breeze Connect and Ascent Connect, and the installation of related software. Provide technical support in an enthusiastic and professional manner with focus on networking, interfacing, and software related products.

• Assist customers with installation and configuration of standalone and networked Breeze Suite, Ascent, and related software platforms.
• Troubleshoot installation errors of Breeze Suite, Ascent, and related software platforms.
• Troubleshoot basic interface errors and workflow issues related to Breeze Connect and Ascent Connect.
• File software anomalies when software errors occur.
• Provide prompt and courteous responses to customer inquiries, issues, or application questions. Determine appropriate response or transfer to technical support. Own customer issues through resolution and ensure proper documentation.
• Maintain accurate records for all customer contacts including Account, Contact, Asset, Opportunities and Case records in the CRM database.
• Follow procedural work instruction and standard operating procedures for the department including but not limited to Technical Support, HL7 Interface, CRM documentation, Sales Order Entry, RMA entry, HIPAA Security.
• Provide education and documentation to customers allowing efficient use of MGC Diagnostics products.
• Responsible for quoting professional services for installation assistance when a user is not covered under a UCSA agreement.
• Provide management with timely written reports on recommendations, progress, and concerns; become knowledgeable of accounts and alert management to any potential concerns.
• Maintain close communication with professional services, technical support, quality assurance, training, marketing, product management, software engineering, service, and validation staff to support new products and share customer issues.
• Customer Response Center Phone Management: adhere to department procedures for ACD line call center support.
• Accept other responsibilities as assigned.
• Complete training as identified by standard operating procedures and procedural work instructions.
• Regular attendance is essential.

• Clerical/Technology Skills
• Learning/Growth Ability
• Time Management
• Autonomy/Self-Direction
• Interpersonal Communication
• Customer Focus
• Decision-Making

• Minimum 2-year degree.
• 2 years of industry experience.
• Ability to effectively communicate in English.
• Excellent written and verbal communication skills and interpersonal skills.
• Experience with Windows desktop operating systems.
• Experience with software installation and removal.
• Good problem-solving skills.
• Strong organization skills.

• BS in physical sciences, computer science, or equivalent.
• Familiarity with cardiorespiratory diagnostic equipment.
• Demonstrate a strong desire to succeed, integrity and a professional demeanor.

None required for this position.

MGC Diagnostics is committed to providing equal employment opportunity without regard to race, color, religion, sex, sexual orientation, gender identity, genetic information, national origin, age, disability, veteran status, or membership in any other class protected by federal, state, or local law.