Technical Service Specialist

Natus

3d•Remote

About The Position

Provides post-sale technical customer service to customers via phone, online chat, or text. Responds to a high volume of varied complexity technical inquiries (e.g., equipment or software installation/activation/troubleshooting, providing technical product specifications & information on compatibility with other products, etc.). Providing responses to customer inquiries based on pre-determined scripts and other response guidance tools. Recommending products or services (e.g., warranties) as part of customer issue resolution.

Requirements

Bachelor's degree (B.Sc.) from four-year college or university; or two to four years related experience and/or training; or equivalent combination of education and experience.
Knowledge of network protocols (UDP, TCP/IP, Ethernet, HTTP)
Experience with Cloud technology.
Demonstrated proficiency in the following: Operating Systems: Windows OS; Windows Server
Demonstrated proficiency in the following: Software: MS Office; SQL Server
Demonstrated proficiency in the following: Hardware: PC repair and troubleshooting
Demonstrated proficiency in the following: Networking: Troubleshooting; Citrix Server
Networking and/or database troubleshooting.
Excellent problem solving, organizational, analytical and written/verbal communications skills are required.
A self-starter who can work independently with minimum supervision as well as contribute to a team environment.
Demonstrate commitment to continuous learning by upgrading knowledge and skills through internal and external learning to meet job requirements

Nice To Haves

Recent completion of Network+, A+ and MCSE is an asset
Demonstrated advanced knowledge in EEG/Sleep or EMG/IOM technology and clinical use an asset.
Experience in a call center is desired
Experience with CRM systems (Salesforce, Siebel)
Experience with medical device industry is preferred.
Clinical experience is an asset (EEG/Sleep/EMG/IOM)

Responsibilities

Stay up-to-date and follow all Quality System procedures related to this job, which can affect the quality of products or services provided to our customers.
Provide technical service support of all supported products. Interface directly with the customer and field personnel to address and resolve technical issues.
Provide on demand after hours support as per scheduled work rotation. After hours defined as Saturday 6:30am to Monday 6:30am EST.
Maintain Service Request (Salesforce) database, documenting all interactions with customers according to FDA regulations. Create and maintain information in approved databases as defined by department procedures.
Interface with Sales and Field Organization, Shipping, Manufacturing, Inventory Control, and Finance to coordinate and ensure delivery of product.
Participate on Quality Improvement Teams as assigned.
Identify problems and provide recommendations to improve the overall efficiency of department systems.
Helps others through transferring product knowledge, and with work related issues.