Experienced IT Support Specialist - Connectivity Support for Cloud Server Implementation and Customer Technical Guidance

Introduction to Workwarp and the Role

Workwarp, a leading innovator in cloud technology and customer support solutions, is seeking an experienced IT Support Specialist - Connectivity Support to join our dynamic team. As a key player in our customer support division, you will be responsible for providing top-notch technical assistance to our clients, ensuring seamless implementation and operation of our POC Link cloud server and ID NOW instrumentation. If you are a motivated and tech-savvy individual with a passion for delivering exceptional customer experiences, we encourage you to apply for this exciting opportunity.

Job Overview

In this role, you will work primarily remotely, with occasional travel to customer sites as needed, to provide connectivity support and guidance on our cloud-based solutions. Your expertise will be invaluable in helping our customers navigate the implementation process, troubleshooting issues, and optimizing the use of our products in various clinical and non-clinical settings. As an IT Support Specialist - Connectivity Support, you will be the primary point of contact for our customers, providing timely and effective support to ensure their success with our solutions.

Key Responsibilities

• Respond to customer inquiries via email, web, and phone, providing timely and accurate solutions to their technical issues
• Answer product-related questions, including implementation and troubleshooting, to ensure seamless customer experience
• Capture data for customer interactions and performed tasks in our customer relationship management (CRM) system, ensuring accurate tracking and follow-up
• Identify needs that require further consultation with customers, escalating complex questions and issues to the Technical Services or Technical Consultant and Management teams as required
• Monitor and report customer practices and testing locations, as well as key learnings, to inform product development and improvement
• Track customer testing locations and installation status, ensuring timely and effective support

Requirements and Qualifications

To be successful in this role, you should possess the following essential qualifications:

• Associate's degree in IT-related fields, such as computer science, information technology, or a related discipline
• Minimum of 3 years of experience in IT support, customer service, or a related field, with a focus on cloud-based solutions and technical troubleshooting
• Competence in computer operation, including Microsoft Teams, Word, Excel, PowerPoint, and Outlook, as well as PDF files
• Proficiency in cloud network and server utilization practices, including cybersecurity and common firewall resolution practices
• Familiarity with routers, switches, ethernet ports, and Wi-Fi bridges configuration, as well as routing protocols with WAN/LAN networks and TCP/ICP Infrastructure
• Excellent verbal and written communication skills, with attention to detail and strong organizational and follow-up skills
• Demonstrated ability to work with a diverse team, multitask, prioritize, and meet deadlines in a timely manner
• Familiarity with Salesforce CRM and previous experience in medical facilities or customer-facing support are highly desirable

Preferred Qualifications

• Experience with cloud-based solutions, such as POC Link, and ID NOW instrumentation
• Knowledge of medical facilities and clinical settings, with understanding of the challenges and opportunities in these environments
• Certifications in IT support, customer service, or related fields, such as CompTIA A+ or HDI Support Center Analyst
• Experience with project management tools and methodologies, such as Agile or Scrum

Skills and Competencies

To excel in this role, you should possess the following skills and competencies:

• Technical expertise: Proficiency in cloud-based solutions, technical troubleshooting, and IT support
• Communication skills: Excellent verbal and written communication skills, with attention to detail and strong organizational and follow-up skills
• Customer service skills: Ability to provide exceptional customer experiences, with a focus on timely and effective support
• Collaboration and teamwork: Ability to work with a diverse team, multitask, prioritize, and meet deadlines in a timely manner
• Adaptability and flexibility: Ability to adapt to changing environments, priorities, and deadlines, with a focus on delivering high-quality results

Career Growth Opportunities and Learning Benefits

At Workwarp, we are committed to the growth and development of our employees. As an IT Support Specialist - Connectivity Support, you will have access to:

• Training and development programs: Ongoing training and development opportunities to enhance your technical and soft skills
• Career advancement opportunities: Opportunities for career advancement and professional growth within the company
• Mentorship and coaching: Mentorship and coaching from experienced professionals in the field
• Cross-functional collaboration: Opportunities to collaborate with cross-functional teams, including sales, marketing, and product development

Work Environment and Company Culture

At Workwarp, we pride ourselves on our dynamic and supportive work environment. As an IT Support Specialist - Connectivity Support, you will be part of a team that values:

• Collaboration and teamwork: We believe in the power of collaboration and teamwork to deliver exceptional results
• Innovation and creativity: We encourage innovation and creativity in all aspects of our work
• Customer-centricity: We are committed to delivering exceptional customer experiences and supporting our customers' success
• Diversity and inclusion: We value diversity and inclusion, and strive to create a work environment that is welcoming and inclusive to all

Compensation, Perks, and Benefits

We offer a competitive salary and benefits package, including:

• Competitive salary: A salary range of $35 - $40 per hour, depending on experience
• Benefits package: A comprehensive benefits package, including medical, dental, and vision insurance, as well as 401(k) matching and paid time off
• Professional development opportunities: Ongoing training and development opportunities to enhance your skills and advance your career
• Flexible work arrangements: Flexible work arrangements, including remote work options and flexible hours

Conclusion

If you are a motivated and tech-savvy individual with a passion for delivering exceptional customer experiences, we encourage you to apply for this exciting opportunity. As an IT Support Specialist - Connectivity Support at Workwarp, you will be part of a dynamic team that values collaboration, innovation, and customer-centricity. With competitive compensation, comprehensive benefits, and ongoing training and development opportunities, this is an opportunity you won't want to miss. Apply now to join our team and take your career to the next level!