Technical Support Specialist, Monitoring
Nihon Kohden America•Irvine, CA
•Onsite
About The Position
The Technical Support Specialist, Monitoring is responsible for providing technical support to customers in support of windows-based medical devices and applications. The Technical Support Specialist, Monitoring will interact directly with the customer and provide support for information and/or order status requests, answer part-related inquires, provide level 1 technical support, and escalate technical issues to Technical Support 2 or Technical Support 3 when necessary.
Requirements
- Bachelors of Science degree in Biomedical Engineering, Computer Science, Biological Sciences, Information Technology, or related technical field related discipline preferred; relevant education and experience accepted in lieu of degree.
- 2+ years of help desk, Ticket tracking experience preferred.
- Relevant certifications such as CBET, EEG, or CompTIA A+, or equivalent knowledge preferred
- Windows XP, 7, 10 Professional operating systems experience.
- Experience with Microsoft Office Suite.
- Ability to follow written and verbal direction and established processes/policies.
- Excellent customer service and organizational skills.
- Demonstrated ability to solve problems and troubleshoot
- Strong record-keeping skill: ability to follow through and document issues and resolutions.
- Must be able to communicate verbally and in writing, and to receive and understand verbal and written instructions in English.
- Able to work effectively both independently and in a collaborative team environment.
Responsibilities
- Provide support for incoming customer technical issues by providing resolution or escalating in a timely manner
- Provide support for customer requests for repair status, documentation, software, or part numbers
- Provide support for requests for technical assistance by internal customers
- Perform follow up support related to TSS2 or TSS3 issues
- Diagnose and resolve hardware, software, and configuration issues using a combination of documented troubleshooting processes and creative problem solving
- Assist customers with system configuration, software updates, and interoperability issues
- Provide follow up with customers regarding repair costs and purchase order requests
- Provide follow up support for QA requests by contacting customers to request additional information
- Adhere to all company policies, procedures, and business ethics codes
Benefits
- Visit our Career page to learn more about Perks & Benefits and working at Nihon Kohden America
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
