Software Support Specialist I

CAIRE•Saint Paul, MN

43d

About The Position

Troubleshoot and support interfacing and networking issues related to BreezeConnect and AscentConnect as well as the installation of software. Provide technical support and professional service in an enthusiastic and professional manner with focus on networking, interfacing, and software related products. Work with the Technical Support and Professional Services teams, whenever necessary, to provide the highest level of customer service and technical support on all products.

Requirements

Minimum 2-year degree.
2 years of industry experience
Ability to effectively communicate in English.
Excellent written and verbal communication skills and interpersonal skills.
Experience with Windows desktop operating systems
Experience with software installation and removal
Good problem-solving skills
Strong organization skills.

Nice To Haves

BS in physical sciences, computer science, or equivalent.
Familiarity with cardiorespiratory diagnostic equipment.
Demonstrate a strong desire to succeed, integrity and a professional demeanor.

Responsibilities

Assist customer with installation and configuration of standalone and networked BreezeSuite, Ascent, and related software platforms.
Troubleshoot installation errors of BreezeSuite, Ascent, and related software platforms.
Troubleshoot basic interface errors and workflow issues related to BreezeConnect and AscentConnect
File software anomalies as needed when software errors occur.
Provide prompt and courteous responses to customer inquiries, issues, or application questions. Determine when questions or issues should be answered or transferred to technical support for remediation. Take responsibility for satisfaction of the customer through ownership of customer issues through resolution. Ensure proper documentation at all times.
Maintain accurate records for all customer contacts including Account, Contact, Asset, Opportunities and Case records in the CRM database.
Follow procedural work instruction and standard operating procedures for the department including but not limited to: Technical Support, HL7 Interface, CRM documentation, Sales Order Entry, RMA entry, HIPAA Security.
Provide education and documentation to customers that will allow them to use MGC Diagnostics products in an efficient manner.
Responsible for quoting professional services for installation assistance when a user is not covered under a UCSA agreement.
Provide management with timely written reports on recommendations, progress, and concerns. Become knowledgeable of accounts and alert management to any potential concerns.
Maintain close communication with professional services, technical support, quality assurance, training, marketing, product management, software engineering, service, and validation staff to successfully support new products and software, and share customer issues.
Customer Response Center Phone Management: All Implementation Specialists will adhere to department procedures prescribed for ACD line call center support.
Accept other responsibilities as assigned.
Complete training as identified by standard operating procedures and procedural work instructions.
Regular attendance is an essential job function.
Follow all company policies and procedures relating to confidential propriety information (CPI) including but not limited to what is outlined in the Confidentiality and Non-Solicitation Agreement.