Customer Support Specialist - Remote
Position : Customer Support Specialist - RemoteLocation : San Diego, CADuration : 12 MonthsTotal Hours/week : 40.001st ShiftClient: Medical Device CompanyJob Category: Sales SupportLevel of Experience: Entry-LevelEmployment Type: Contract on W2 (Need US Citizens or GC Holders Only)Work hours: 8a-5p Pacific M-FWe 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
- 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 client’s name, concerns/complaints, facility, and phone number is paramount before escalating tickets.
- 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
- 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)
- 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
- 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
- No degree required
- Preferred Certifications
- A+, N+