Experienced Full Stack Customer Support Specialist – Medical Device Industry
At careerzynith, we're dedicated to delivering exceptional customer experiences that exceed our clients' expectations. As a key member of our customer support team, you'll play a vital role in providing top-notch support to healthcare professionals, ensuring their needs are met, and their concerns are addressed promptly. If you're passionate about delivering outstanding customer service, have a knack for technical problem-solving, and thrive in a fast-paced environment, we want to hear from you!
**About careerzynith**
careerzynith is a leading provider of innovative medical devices, committed to improving patient outcomes and enhancing the healthcare experience. Our team of experts is passionate about delivering cutting-edge solutions that make a real difference in people's lives. As a customer support specialist at careerzynith, you'll be part of a dynamic team that's dedicated to excellence, innovation, and customer satisfaction.
**Job Description**
As a Customer Support Specialist, you'll be the first point of contact for our clients, providing timely and effective support to resolve their technical issues. Your responsibilities will include:
* Accepting inbound calls from healthcare professionals, obtaining necessary information, and attempting to resolve incidents or escalating them when necessary
* Documenting client interactions, including concerns, complaints, facility, and phone number, to ensure seamless escalation and resolution
* Delegating pending call-backs to the appropriate Customer Support Specialist tiers
* Collaborating with the field implementation team to ensure successful installations and resolving open tickets
* Coordinating and executing the shipment of parts and supplies to customers
* Utilizing internal support applications to communicate professionally, effectively, and timely with the internal team and customers
**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)
* Ability 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
**What We Offer**
* Competitive compensation package
* Comprehensive benefits program
* Opportunities for career growth and professional development
* Collaborative and dynamic work environment
* Recognition and rewards for outstanding performance
* Flexible work arrangements, including remote work options
**How to Apply**
If you're a motivated and customer-focused individual with a passion for technical problem-solving, we encourage you to apply for this exciting opportunity. Please submit your resume and a cover letter outlining your experience, skills, and qualifications. We can't wait to hear from you!
Apply To This Job
Apply for this job
**About careerzynith**
careerzynith is a leading provider of innovative medical devices, committed to improving patient outcomes and enhancing the healthcare experience. Our team of experts is passionate about delivering cutting-edge solutions that make a real difference in people's lives. As a customer support specialist at careerzynith, you'll be part of a dynamic team that's dedicated to excellence, innovation, and customer satisfaction.
**Job Description**
As a Customer Support Specialist, you'll be the first point of contact for our clients, providing timely and effective support to resolve their technical issues. Your responsibilities will include:
* Accepting inbound calls from healthcare professionals, obtaining necessary information, and attempting to resolve incidents or escalating them when necessary
* Documenting client interactions, including concerns, complaints, facility, and phone number, to ensure seamless escalation and resolution
* Delegating pending call-backs to the appropriate Customer Support Specialist tiers
* Collaborating with the field implementation team to ensure successful installations and resolving open tickets
* Coordinating and executing the shipment of parts and supplies to customers
* Utilizing internal support applications to communicate professionally, effectively, and timely with the internal team and customers
**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)
* Ability 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
**What We Offer**
* Competitive compensation package
* Comprehensive benefits program
* Opportunities for career growth and professional development
* Collaborative and dynamic work environment
* Recognition and rewards for outstanding performance
* Flexible work arrangements, including remote work options
**How to Apply**
If you're a motivated and customer-focused individual with a passion for technical problem-solving, we encourage you to apply for this exciting opportunity. Please submit your resume and a cover letter outlining your experience, skills, and qualifications. We can't wait to hear from you!
Apply To This Job
Apply for this job