Job Description

BASIC PURPOSE/SCOPE

The Technical Support Specialist assists our customers with phone and web-based technical support and troubleshooting for PC-related hardware and software issues. They are the subject matter expert concerning ScottCare products and software and are able to offer technical and operational guidance as required.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Daily interaction and communication with ScottCare customers will include physicians, other clinic or hospital personnel, IT personnel, and any other possible end-users of our products and services.
• Applies knowledge of computer software, hardware, and procedures to solve problems. Identifying, researching, and resolving technical problems with ScottCare products and software in a timely manner.
• Consults with users to determine steps and procedures taken to identify and resolve the problem.
• Guides users through diagnostic and troubleshooting processes, which may include using diagnostic tools and software and/or following verbal instructions.
• Responding to telephone calls, e-mails, and personnel requests for technical support.
• Providing phone or web-based support and being proficient in multitasking e.g., being on the phone with a customer and utilizing chat windows.
• Appropriately document and process complaint handling per FDA guidelines.
• Performs any and all tasks within his/her capabilities as may be required to help meet overall corporate objectives and customer service goals.

• Perform other duties as required.

DESIRED MINIMUM QUALIFICATIONS

Education and Experience:

Bachelor’s degree required; Biomedical Engineering, Exercise Physiology, or Computer Science preferred.

Exercise Science Experience preferred. Cardiac Rehab product experience preferred.

Necessary Knowledge, Skills, and Abilities:

• Excellent verbal and written communication skills.
• Excellent interpersonal and customer service skills.
• Professional and pleasant telephone manner.
• Ability to explain technical issues to technical and non-technical customers.
• Strong analytical and problem-solving skills.
• Ability to work well within a team in a fast-paced, constantly changing environment, and to follow instructions from supervisors and senior colleagues.
• Knowledge of hardware, software, and networking.
• Outstanding customer service skills and a dedication to the customer service experience.
• Dependable, being at work during assigned shifts and completing work as expected.
• Ability to multitask and meet specific goals set by supervisors and management.
• Able to learn and master customer complaint documentation and CMRs (complaint management record systems e.g., SalesForce.com)
• Ability to troubleshoot basic web hosting and technical procedures as needed.

PHYSICAL DEMANDS 

The Technical Support Specialist will be intermittently sitting, walking, standing, twisting, bending, squatting, climbing, and kneeling. They will be required to reach or work below shoulder level. The Technical Support Specialist must be able to lift and move up to 15 lbs.

WORK ENVIRONMENT

Work is performed indoors in an office setting with moderate noise.