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+ Apply Job!