Technical desktop support

Technical desktop support

15 Jun 2024
California, Sunnyvale, 94085 Sunnyvale USA

Technical desktop support

Vacancy expired!

The Tier 1 Support Engineer is responsible for providing basic remote product support to customers requiring assistance with instrumentation, LIS, software and hardware components .As a member of the Technical Support Team, you provide product support to internal and external customers by remote troubleshooting and analysis via phone, email and web serving as the technical expert in Customer Care experience and log and maintain all customer queries/complaints in CRM

ESSENTIAL JOB RESPONSIBILITIES:

  • Engage customers to collect and compile detailed information about customer complaints
  • Conduct data analysis and basic troubleshooting for instrument, software and operating system.
  • Investigate and resolve first level customer complaints remotely through phone and email
  • Document complaints and resulting investigations in the complaint management system
  • Interface with Tier 2 Technical Support team to escalate and resolve more complex cases
  • Adhere to Quality Management System procedures
  • Maintain product knowledge and support continuous improvement efforts
  • Contribute to quality compliance through accurate and concise case documentation
  • Complete all assigned and required training satisfactorily and on time
  • Performs additional tasks as assigned by the Technical Support Manager or Supervisor

TRAINING RESPONSIBILITIES: (REQUIRED)
  • Complete all assigned and required training satisfactorily and on time and keep the records data for any future audit(s)
  • Complete all compliance and internal training within the stipulated timeline.

MINIMUM REQUIREMENTS:
Essential:
High School degree (or equivalent experience) with 2-4 years of related work experience ORAA or Technical Trade Degree with 1-2 years of work experience.Desired:

Knowledge and skills:
  • Fluent English (written and oral) is required
  • Customer oriented – understands customer expectations and empathizes with customer & patient needs
  • Knowledge and use of commercial computer application packages (MS Office)
  • Proficiency in data analysis.
  • Familiarity with SalesForce.com (or similar CRM System)
  • Able to follow complex procedures and processes
  • Excellent written and verbal communication skills
  • Curious & self-motivated with ability to learn a complex technology platform quickly
  • Proactively analyzes problems, draw conclusions and propose precise action plans
  • Works independently in a structured manner with the ability to prioritize critical tasks
  • Builds collaborative work relationships with different teams, including Field Service, Sales, Marketing and Quality
  • Thrives in a dynamic and fast-paced environment

Job Details

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