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 client?s 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+