Technical Support Specialist

Heidelberg Engineering•Franklin, MA

About The Position

Heidelberg Engineering, Inc. develops, manufactures, sells and services high end laser diagnostic imaging systems for eye healthcare. The Technical Support Specialist provides help-desk technical phone support to our customers, company staff members and contractors to handle the troubleshooting and repair of hardware and software issues for our product lines.

Requirements

Four or more years of hands-on experience in a technical phone support role.
Associates degree and education and/or training in a technical field (IT a plus).
Experience in IT hardware (PC, servers, laptops, printers, accessories).
Experience and/or working knowledge of network technologies and troubleshooting techniques (TCP/IP, VPN, Remote Desktop, etc.).
Knowledge and experience with MS Windows 7, 8, 10, Windows Server 2008, 2012 and 2016.
Basic understanding of medical imaging technology, DICOM, HL7 and Relational Database technology.
Excellent communication skills and the ability to interact effectively with specialized technical personnel and customers.
Must be a self-starter, have strong interpersonal and organizational skills, and be flexible in a dynamic team environment.
Should have a high degree of technical proficiency, excellent problem solving skills, and analytical abilities.
Must be able to multi-task in a constantly busy work environment while maintaining an attention to detail.
Must be willing to work remotely on occasion as needed.

Nice To Haves

Experience using Salesforce.com as a Case ticketing system a plus.

Responsibilities

Provide mid and high-level telephone technical support for our product lines to customers, field based sales and clinical support teams.
Analyze customer issues and complaints to determine if issue is product or customer process related and take necessary steps to resolve any and all problems.
Perform remote analysis, troubleshooting and repair using Bomgar.
Enter and/or update relevant Case Ticketing information into Salesforce.com.
Guide customers and field-based Sales and Clinical Support teams through data storage and workflow requirements.
Troubleshoot and diagnose customer product issues.
Determine if solution can be corrected via the phone and, if not, formulate a repair plan, determining most cost effective repair/resolution to minimize customer downtime.
Provide customer and manager with proposed repair procedures and improvements.
Provide relevant customer feedback to our Management and Product Management teams.
Work with other team members and/or departments to triage and resolve escalated technical issues.
Perform remote HE Application software installation and configuration.
Work with customers and third-party vendors to provide recommended software interface solutions.
Maintain an up-to-date knowledge of company products and services.
Document technical knowledge in the form of notes and manuals.