Customer Support Specialist - Remote 2nd Shift PST (Must Have OS log & Customer Support Exp)
<strong>Position : Customer Support Specialist - Remote <br><br></strong><strong>Location : San Diego, CA<br><br></strong><strong>Duration : 12 Months<br><br></strong><strong>Total Hours/week : 40.00<br><br></strong><strong>2nd Shift<br><br></strong><strong>Client: Medical Device Company<br><br></strong><strong>Job Category: Sales Support<br><br></strong><strong>Level Of Experience: Entry Level<br><br></strong><strong>Employment Type: Contract on W2 (Need US Citizens or GC Holders Only)<br><br></strong><strong>Work hours: 2nd shift 12pm - 9pm (1 hr lunch) Pacific M-F <br><br></strong><strong>We Have These 3 Must Haves Listed<br><br></strong><ul><li>1-5 years technical/customer support experience, Ability to review application and OS logs, Excellent customer service skills (written and verbal) a must<br><br></li></ul><strong>Job Description<br><br></strong><ul><li>This is an entry-level position requiring 1-5 years technical/customer support experience with the opportunity for accelerated growth. </li><li>As a Customer Support Specialist, you will be the first voice the client will hear and the first level of support. </li><li>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. </li><li>You will delegate pending call-backs to the appropriate Customer Support Specialist tiers. </li><li>Documentation of the client’s name, concerns/complaints, facility, and phone number is paramount before escalating tickets.<br><br></li></ul><strong>Essential/critical Functions<br><br></strong><ul><li>Follow necessary Customer Support protocols</li><li>Interact with customers in a professional and enthusiastic manner via verbal and written communication</li><li>Promptly answer support calls, document, and transfer with a high level of urgency</li><li>Accurately document client interaction in a professional manner</li><li>Work well with people from different disciplines with varying degrees of technical experience while maintaining a positive attitude</li><li>Organize caseload, troubleshoot assigned queue of cases, and identify those that need escalation in a high-pressure environment</li><li>Resolve open tickets and communicate resolution to the client to confirm satisfaction</li><li>Use internal support applications to communicate professionally, effectively, and timely with the internal team and customers</li><li>Support the field implementation team to successfully complete installations</li><li>Coordinate and execute the shipment of parts and supplies to customers<br><br></li></ul><strong>Technical<br><br></strong><strong>Skills and Attributes:<br><br></strong><ul><li>Databases SQL Server (SQL 2008/2012)</li><li>Must be able to write queries and analyze SQL data (i.e. Select and Join statements) within complex database structures.</li><li>SSIS (SQL Job) exposure/experience</li><li>SQL Reporting Services</li><li>OS knowledge</li><li>Server 2008 /Server 2012/ Windows 7</li><li>Windows Services</li><li>IIS and Web Applications</li><li>Running Performance Counters</li><li>Basic Understanding of Group Policies</li><li>Security Permissions</li><li>Networking topology</li><li>DNS</li><li>DHCP</li><li>LAN/WAN</li><li>Telnet</li><li>Ports (Networking/OS)</li><li>Understanding of XML language</li><li>Ability to review application and OS logs</li><li>Active Directory experience or exposure</li><li>VMware experience or exposure (1+ years)<br><br></li></ul><strong>Soft Skills<br><br></strong><ul><li>Excellent written and verbal communication skills with the ability to clearly articulate solutions to complex technical problems</li><li>Excellent time management and multitasking skills Strong personal commitment to quality, customer service and patient safety</li><li>Ability to understand and communicate complex technical systems to a non-technical audience Works well in a team environment</li><li>Proven ability to maintain a professional demeanor when handling complex user issues and high-pressure situations<br><br></li></ul><strong>Other Skills<br><br></strong><ul><li>Excellent customer service skills (written and verbal) a must</li><li>Exceptional attention to detail</li><li>Excellent organizational skills</li><li>Ability to work in a fast-paced environment</li><li>Exceptional ability to interact with customers in a professional and friendly manner, especially in high-stress situations</li><li>Ability to effectively listen, empathize and reassure clients their issues will be resolved</li><li>Ability to independently research, troubleshoot, and probe technical hardware and software issues</li><li>Ability to work in a team environment</li><li>Ability to work in a remote, home office-based environment</li><li>Experience using a computer in a work setting</li><li>Strong work ethic and initiative<br><br></li></ul><strong>Education/Licenses/Certifications Required<br><br></strong><ul><li>No degree required</li></ul>
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