Tech Support Specialist I
About The Position
Under indirect supervision, the Tech Support Specialist I will provide remote technical support for internal and external customers. Responsible for all facets of providing centralized Customer support concerning all Medical Systems Group computers, network products, Surgical Integration imaging and integrated video products to OAI customers, Sales Representatives, Field Service Engineers (FSEs), and other related departments. Provide assistance to Product Managers. Make suggestions for future training needs on Olympus imaging and integrated video products.
Requirements
- Associates degree in Computer Science or Engineering or an equivalent combination of education and experience.
- Minimum of one years of technical support/customer service experience ideally working with professional highly educated customers.
- Experience with MS Office and support tracking systems is required.
- Ability to work flexible hours as required.
Nice To Haves
- Experienced user of Microsoft Office tools including Excel Word and Power Point.
- Strong customer service skills.
- Solid working knowledge of electronics, computer hardware, software and LAN concepts preferred.
- Proven ability to work under pressure.
- Demonstrate strong follow-up skills.
- Proven ability to resolve critical and complex technical issues independently.
- Experience with Windows related functions and software such as domain-level authentication file transfer capabilities and IIS Experience with XML batch file creating/editing command-line navigation.
- Experience with various remote access tools such as Secure Link, VPN, VNC, TeamViewer, etc.
- Ability to communicate technical information to non-technical customers.
- Technical knowledge of software products.
- Remote access/VPN experience.
- Ability to communicate effectively both orally and in writing.
- Ability to analyze customer problems and provide solutions.
Responsibilities
- Provide technical support and service for all Olympus Software and Surgical Integration customers via phone, e-mail, voicemail, and on-site interaction.
- Capture customer contact information in the support database.
- Periodic after hours technical phone assistance.
- Collaborates with various departments regarding customer-related issues and recommendations for improvement.
- Provide timely follow-up with customers to ensure satisfactory customer resolution.
- Issue return material authorization numbers to customers.
- Provide engineering technical assistance with test plans software images upgrades and validation processes.
- Follow established customer support escalation process.
- Will be required to train through structured corporate training programs and on-the-job training.
Benefits
- Competitive salaries, annual bonus and 401(k) with company match
- Comprehensive medical, dental, vision coverage effective on start date
- 24/7 Employee Assistance Program
- Free live and on-demand Wellbeing Programs
- Generous Paid Vacation and Sick Time
- Paid Parental Leave and Adoption Assistance
- 12 Paid Holidays
- On-Site Child Daycare, Café, Fitness Center
- Work-life integrated culture that supports an employee centric mindset
- Offers onsite, hybrid and field work environments
- Paid volunteering and charitable donation/match programs
- Employee Resource Groups
- Dedicated Training Resources and Learning & Development Programs
- Paid Educational Assistance
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
Associate degree
Number of Employees
501-1,000 employees
