Software Support Representative

Philips•Murrysville, PA

2d•$27 - $43•Onsite

About The Position

Software Support Representative (Murrysville, PA) As the Software Support Representative, you will have the primary responsibility within the call center for providing internal and external customer support for the Philips Respironics product line, Care Orchestrator. Your role: Coordinating pre-installation activities including scheduling installations, reviewing pre-installation checklists, completing pre-installation readiness checks with customers, etc.. Providing remote configuration of software according to customer specifications, as well as installation support of the desktop application. Researching, recording, and providing appropriate feedback and solutions to customers, with regard to product complaints and events associated with the software application. Informing Product Managers on customer issues related to software utilization and software design. Maintaining technical expertise with both Respironics sleep therapy products and their usage, as well as general networking and PC skills. This role requires availability Monday through Friday between 8:00 a.m. and 6:00 p.m. EST, with a rotating weekly schedule that changes from week to week. You're the right fit if: You have a High School Diploma or Vocational Education with 2+ years of experience in medical device technical support or an IT-related customer service role, preferably within a healthcare environment; or a Bachelor’s Degree in Biomedical Engineering, Electronics Engineering, IT, Health Sciences, or equivalent, with no prior experience required. Your skills include a strong understanding of computer functionality, software and hardware troubleshooting, and a demonstrated knowledge of computer networks and database structures, with proficiency in Windows 10/11 and familiarity with Android and iOS operating systems; knowledge of SQL Server is preferred. You also possess excellent phone etiquette and customer service skills, enabling you to effectively support and assist users. You must be able to successfully perform the following minimum Physical, Cognitive and Environmental job requirements with or without accommodation for this position. You are an excellent communicator who demonstrates sound judgment and critical thinking. How we work together We believe that we are better together than apart. For our office-based teams, this means working in-person at least 3 days per week. Onsite roles require full-time presence in the company’s facilities. Field roles are most effectively done outside of the company’s main facilities, generally at the customers’ or suppliers’ locations. This is an office role. About Philips We are a health technology company. We built our entire company around the belief that every human matters, and we won't stop until everybody everywhere has access to the quality healthcare that we all deserve. Do the work of your life to help improve the lives of others. Learn more about our business. Discover our rich and exciting history. Learn more about our purpose. Learn more about our culture. Philips Transparency Details The pay range for this position in Murrysville, PA is $27.40 to $43.00. The actual base pay offered may vary within the posted ranges depending on multiple factors including job-related knowledge/skills, experience, business needs, geographical location, and internal equity. In addition, other compensation, such as an annual incentive bonus, sales commission or long-term incentives may be offered. Employees are eligible to participate in our comprehensive Philips Total Rewards benefits program, which includes a generous PTO, 401k (up to 7% match), HSA (with company contribution), stock purchase plan, education reimbursement and much more. Details about our benefits can be found here. At Philips, it is not typical for an individual to be hired at or near the top end of the range for their role and compensation decisions are dependent upon the facts and circumstances of each case. Additional Information US work authorization is a precondition of employment. The company will not consider candidates who require sponsorship for a work-authorized visa, now or in the future. Company relocation benefits will not be provided for this position. For this position, you must reside in or within commuting distance to Murrysville, PA. #ConnectedCare This requisition is expected to stay active for 45 days but may close earlier if a successful candidate is selected or business necessity dictates. Interested candidates are encouraged to apply as soon as possible to ensure consideration. Philips is an Equal Employment and Opportunity Employer including Disability/Vets and maintains a drug-free workplace. At Philips, we believe that every human matters. As a global health-tech leader, we focus on improving people’s health and wellbeing through meaningful innovation. The people who work here share our passion and are motivated to bring this purpose to life. For more than 130 years, we have been creating technologies and innovations that improve people's lives and support healthcare practitioners. Headquartered in the Netherlands and operating in more than 100 countries globally, we focus our advanced technology and deep clinical and consumer insights on Precision Diagnosis, Image Guided Therapy, Enterprise Informatics, Monitoring/ Connected Care, Sleep & Respiratory Care and Personal Health. Together, we deliver better care for more people because we believe that every human matters. That's why we're taking steps to create an environment where we acknowledge and embrace our differences and uniqueness and listen to and value each other's views. When people feel cared for and listened to, they bring their best qualities to work, leading to better collaboration, communication, innovation and success. It is the policy of Philips to provide equal employment and advancement opportunities to all qualified employees and applicants for employment without regard to race, color, religion, sex, pregnancy/childbirth or related medical conditions, age, ethnic or national origin, sexual orientation, gender identity or expression, physical or mental disability, genetic information, citizenship status, veteran or military status, marital or domestic partner status or any other characteristic protected by law. As an equal opportunity employer, Philips is committed to fostering a culture where all are treated with respect and professionalism. To ensure reasonable accommodations for individuals protected by Section 503 of the Rehabilitation Act of 1973, the Vietnam Veterans' Readjustment Act of 1974 and Title I of the Americans with Disabilities Act of 1990, applicants that require accommodation in the job application process may contact 888-367-7223, option 5, for assistance. Philips is an Equal Employment and Opportunity Employer including Disability/Vets and maintains a drug-free workplace. Know Your Rights

Requirements

High School Diploma or Vocational Education with 2+ years of experience in medical device technical support or an IT-related customer service role, preferably within a healthcare environment; or a Bachelor’s Degree in Biomedical Engineering, Electronics Engineering, IT, Health Sciences, or equivalent, with no prior experience required.
Strong understanding of computer functionality, software and hardware troubleshooting, and a demonstrated knowledge of computer networks and database structures, with proficiency in Windows 10/11 and familiarity with Android and iOS operating systems
Excellent phone etiquette and customer service skills
Ability to successfully perform the following minimum Physical, Cognitive and Environmental job requirements with or without accommodation for this position.
Excellent communicator who demonstrates sound judgment and critical thinking.

Nice To Haves

Knowledge of SQL Server is preferred

Responsibilities

Coordinating pre-installation activities including scheduling installations, reviewing pre-installation checklists, completing pre-installation readiness checks with customers, etc.
Providing remote configuration of software according to customer specifications, as well as installation support of the desktop application.
Researching, recording, and providing appropriate feedback and solutions to customers, with regard to product complaints and events associated with the software application.
Informing Product Managers on customer issues related to software utilization and software design.
Maintaining technical expertise with both Respironics sleep therapy products and their usage, as well as general networking and PC skills.