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
ย 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
ย This is an entry-level position requiring 1-5 years technical/customer support experience with the opportunity for accelerated growth.
ย As a Customer Support Specialist, you will be the first voice the client will hear and the first level of support.
ย 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.
ย You will delegate pending call-backs to the appropriate Customer Support Specialist tiers.
ย Documentation of the clientยs name, concerns/complaints, facility, and phone number is paramount before escalating tickets.
Essential/critical Functions
ย Follow necessary Customer Support protocols
ย Interact with customers in a professional and enthusiastic manner via verbal and written communication
ย Promptly answer support calls, document, and transfer with a high level of urgency
ย Accurately document client interaction in a professional manner
ย Work well with people from different disciplines with varying degrees of technical experience while maintaining a positive attitude
ย Organize caseload, troubleshoot assigned queue of cases, and identify those that need escalation in a high-pressure environment
ย Resolve open tickets and communicate resolution to the client to confirm satisfaction
ย Use internal support applications to communicate professionally, effectively, and timely with the internal team and customers
ย Support the field implementation team to successfully complete installations
ย Coordinate and execute the shipment of parts and supplies to customers
Technical
Skills and Attributes:
ย Databases SQL Server (SQL 2008/2012)
ย Must be able to write queries and analyze SQL data (i.e., Select and Join statements) within complex database structures.
ย SSIS (SQL Job) exposure/experience
ย SQL Reporting Services
ย OS knowledge
ย Server 2008 /Server 2012/ Windows 7
ย Windows Services
ย IIS and Web Applications
ย Running Performance Counters
ย Basic Understanding of Group Policies
ย Security Permissions
ย Networking topology
ย DNS
ย DHCP
ย LAN/WAN
ย Telnet
ย Ports (Networking/OS)
ย Understanding of XML language
ย Ability to review application and OS logs
ย Active Directory experience or exposure
ย VMware experience or exposure (1+ years)
Soft Skills
ย Excellent written and verbal communication skills with the ability to clearly articulate solutions to complex technical problems
ย Excellent time management and multitasking skills Strong personal commitment to quality, customer service and patient safety
ย Ability to understand and communicate complex technical systems to a non-technical audience
ย Works well in a team environment
ย Proven ability to maintain a professional demeanor when handling complex user issues and high-pressure situations
Other Skills
ย Excellent customer service skills (written and verbal) a must
ย Exceptional attention to detail
ย Excellent organizational skills
ย Ability to work in a fast-paced environment
ย Exceptional ability to interact with customers in a professional and friendly manner, especially in high-stress situations
ย Ability to effectively listen, empathize and reassure clients their issues will be resolved
ย Ability to independently research, troubleshoot, and probe technical hardware and software issues
ย Ability to work in a team environment
ย Ability to work in a remote, home office-based environment
ย Experience using a computer in a work setting
ย Strong work ethic and initiative
Education/Licenses/Certifications Required
ย No degree required
ย Preferred Certifications
ย A+, N+
Apply Now
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
ย 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
ย This is an entry-level position requiring 1-5 years technical/customer support experience with the opportunity for accelerated growth.
ย As a Customer Support Specialist, you will be the first voice the client will hear and the first level of support.
ย 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.
ย You will delegate pending call-backs to the appropriate Customer Support Specialist tiers.
ย Documentation of the clientยs name, concerns/complaints, facility, and phone number is paramount before escalating tickets.
Essential/critical Functions
ย Follow necessary Customer Support protocols
ย Interact with customers in a professional and enthusiastic manner via verbal and written communication
ย Promptly answer support calls, document, and transfer with a high level of urgency
ย Accurately document client interaction in a professional manner
ย Work well with people from different disciplines with varying degrees of technical experience while maintaining a positive attitude
ย Organize caseload, troubleshoot assigned queue of cases, and identify those that need escalation in a high-pressure environment
ย Resolve open tickets and communicate resolution to the client to confirm satisfaction
ย Use internal support applications to communicate professionally, effectively, and timely with the internal team and customers
ย Support the field implementation team to successfully complete installations
ย Coordinate and execute the shipment of parts and supplies to customers
Technical
Skills and Attributes:
ย Databases SQL Server (SQL 2008/2012)
ย Must be able to write queries and analyze SQL data (i.e., Select and Join statements) within complex database structures.
ย SSIS (SQL Job) exposure/experience
ย SQL Reporting Services
ย OS knowledge
ย Server 2008 /Server 2012/ Windows 7
ย Windows Services
ย IIS and Web Applications
ย Running Performance Counters
ย Basic Understanding of Group Policies
ย Security Permissions
ย Networking topology
ย DNS
ย DHCP
ย LAN/WAN
ย Telnet
ย Ports (Networking/OS)
ย Understanding of XML language
ย Ability to review application and OS logs
ย Active Directory experience or exposure
ย VMware experience or exposure (1+ years)
Soft Skills
ย Excellent written and verbal communication skills with the ability to clearly articulate solutions to complex technical problems
ย Excellent time management and multitasking skills Strong personal commitment to quality, customer service and patient safety
ย Ability to understand and communicate complex technical systems to a non-technical audience
ย Works well in a team environment
ย Proven ability to maintain a professional demeanor when handling complex user issues and high-pressure situations
Other Skills
ย Excellent customer service skills (written and verbal) a must
ย Exceptional attention to detail
ย Excellent organizational skills
ย Ability to work in a fast-paced environment
ย Exceptional ability to interact with customers in a professional and friendly manner, especially in high-stress situations
ย Ability to effectively listen, empathize and reassure clients their issues will be resolved
ย Ability to independently research, troubleshoot, and probe technical hardware and software issues
ย Ability to work in a team environment
ย Ability to work in a remote, home office-based environment
ย Experience using a computer in a work setting
ย Strong work ethic and initiative
Education/Licenses/Certifications Required
ย No degree required
ย Preferred Certifications
ย A+, N+
Apply Now