Customer Support Specialist - Remote
Position : Customer Support Specialist - Remote
Location : San Diego, CA
Duration : 12 Months
Total Hours/week : 40.00
1st Shift
Client: Medical Device Company
Job Category: Sales Support
Level of Experience: Entry-Level
Employment Type: Contract on W2 (Need US Citizens or GC Holders Only)
Work hours: 8a-5p Pacific M-F
We Have These 3 Must Haves Listed
1-5 years technical/customer support experience, Ability to review application and OS logs, Excellent customer service skills (written and verbal) a must
Job Description
This is an entry-level position requiring 1-5 years technical/customer support experience with the opportunity for accelerated growth.
As a Customer Support Specialist, you will be the first voice the client will hear and the first level of support.
Your responsibility will be to accept inbound calls from doctors, nurses, pharmacies, and other healthcare entities; obtain the necessary information, attempt to resolve the incident, or escalate if necessary.
You will delegate pending call-backs to the appropriate Customer Support Specialist tiers.
Documentation of the clients name, concerns/complaints, facility, and phone number is paramount before escalating tickets.
Essential/critical Functions
Follow necessary Customer Support protocols
Interact with customers in a professional and enthusiastic manner via verbal and written communication
Promptly answer support calls, document, and transfer with a high level of urgency
Accurately document client interaction in a professional manner
Work well with people from different disciplines with varying degrees of technical experience while maintaining a positive attitude
Organize caseload, troubleshoot assigned queue of cases, and identify those that need escalation in a high-pressure environment
Resolve open tickets and communicate resolution to the client to confirm satisfaction
Use internal support applications to communicate professionally, effectively, and timely with the internal team and customers
Support the field implementation team to successfully complete installations
Coordinate and execute the shipment of parts and supplies to customers
Technical
Skills and Attributes:
Databases SQL Server (SQL 2008/2012)
Must be able to write queries and analyze SQL data (i.e., Select and Join statements) within complex database structures.
SSIS (SQL Job) exposure/experience
SQL Reporting Services
OS knowledge
Server 2008 /Server 2012/ Windows 7
Windows Services
IIS and Web Applications
Running Performance Counters
Basic Understanding of Group Policies
Security Permissions
Networking topology
DNS
DHCP
LAN/WAN
Telnet
Ports (Networking/OS)
Understanding of XML language
Ability to review application and OS logs
Active Directory experience or exposure
VMware experience or exposure (1+ years)
Soft Skills
Excellent written and verbal communication skills with the ability to clearly articulate solutions to complex technical problems
Excellent time management and multitasking skills Strong personal commitment to quality, customer service and patient safety
Ability to understand and communicate complex technical systems to a non-technical audience
Works well in a team environment
Proven ability to maintain a professional demeanor when handling complex user issues and high-pressure situations
Other Skills
Excellent customer service skills (written and verbal) a must
Exceptional attention to detail
Excellent organizational skills
Ability to work in a fast-paced environment
Exceptional ability to interact with customers in a professional and friendly manner, especially in high-stress situations
Ability to effectively listen, empathize and reassure clients their issues will be resolved
Ability to independently research, troubleshoot, and probe technical hardware and software issues
Ability to work in a team environment
Ability to work in a remote, home office-based environment
Experience using a computer in a work setting
Strong work ethic and initiative
Education/Licenses/Certifications Required
No degree required
Preferred Certifications
A+, N+
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