Specialist,Technical Solutions

Midmark•Traverse City, MI

44d

About The Position

Primarily responsible for technical support of the Midmark RTLS solutions. This involves coordinating with project teams, supporting system implementations, providing email and phone support, generating Floor Plan Views as well as assisting and training clients in the use and application of software. Must exercise excellent, discretionary judgment in direct communications to the Midmark RTLS end-user customers and system integrators.

Requirements

Associate degree in mathematics, computer science, engineering and/or equivalent combination of education/experience required, bachelor's degree preferred.
2 years of technical/customer support experience, preferably in the areas of electronic components, computer systems, software and/or application support preferred.
Technical position requiring an in-depth understanding of information technology
Superior problem-solving skills
Excellent organizational, verbal, and written communication and interpersonal skills with a high degree of attention to detail
Ability to organize and prioritize projects in a deadline-intensive environment
Must possess strong interpersonal skills and have the ability to interact with teammates and customers of varied technical knowledge in a calm, professional manner
Eagerness to learn and share expertise and knowledge to improve the technical capabilities of our internal teams and the customers we support
Empathy for customer experience and a passion for providing exceptional service experience
Understanding of Windows operating systems preferred
Ability to multi-task and complete responsibilities timely and accurately
Knowledge of test and troubleshooting methodologies
Knowledge of training techniques and methods
Ability to work independently and as part of a team
Previous knowledge of working in Zendesk or similar Technical Support management product preferred
Knowledge of workflow in hospital systems preferred
Working knowledge of SQL preferred
Working knowledge of IT networks preferred

Nice To Haves

Prior experience installing and using RTLS products preferred, but not required.

Responsibilities

Provide ongoing technical support including maintenance, upgrades, email, and phone support
Provide rotating 24-hour phone coverage as needed
Provide remote technical support for the installation, modification, and testing of RTLS products
Assist and train customers and system integrators in the use and application of our software
Triage incoming tickets and perform troubleshooting of RTLS-related issues to resolution
Perform basic RTLS software set-up, VPN access, SQL querying; execute view creation
Assist in maintaining the integrity of customer RTLS systems remotely, with occasional travel to customer sites for implementation or support activities
Accurately document all support activity in the ticket system in accordance with established SLA guidelines
Generate change order requests in the ticket system and organization CRM
Maintain timely resolution of all support tickets
Assist in testing new hardware and software releases
Help establish and maintain in-house training programs for employees on various software/hardware products
Work closely with teammates in the creation of knowledge base and known issue articles
Provide notification to management and related teams regarding QC or QA issues upon identification
Provide reports as required
Understand and work according to the ISO Quality Manual
Meet division goals