Tier 1 Technical Support

Job ID: 20863
Job date: 2017-08-05
End Date:

Company : ScImage Inc 

Country :

Role : Technician 


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Job Description:
The Technical Support Representative operates from established policies and procedures with moderate supervision. Day-to-day work involves analyzing and resolving complex technical issues identified through calls made to the Call Center by customers or field-based employees. Manages call tickets through company database, maintaining quality and professional delivery of answers provided to customers.

Duties and Responsibilities include but are not limited to the following:

  • Responsible to Project Management for assigned Implementation related tasks.
  • Ensures that responses to customer inquiries provide value
  • Maintains professional demeanor during all interactions with customers
  • Works effectively and efficiently to resolve customer issues or escalate to 2nd tier technical support
  • Provides suggestions for improvement of departmental processes
  • Actively improves technical skills
  • Maintains appropriate databases and history files
  • Dispatches calls to field service organization
  • Participates in the analysis of product performance issues
  • Quality and professional delivery of answers provided to customers
  • Efficiency and effectiveness in handling individual customer inquires
  • Adherence to company policies and procedures
  • Degree of proficiency in utilizing the dispatch application software
  • Level of customer satisfaction generated from individual interactions
  • Degree of observed behavior contributing to the improvement of team performance
  • Accuracy of data entered into support center applications and files
  • Effectiveness of efforts to analyze and resolve complex technical issues
  • Effectiveness at expediting urgent customer issues
  • Clarity of communication, written and oral

Minimum Qualifications:

Skills:
  • Outstanding verbal and written communications skills
  • Professional attitude and team player
  • Excellent organizational and customer service skills
  • Windows-based PCs and Server expertise
  • Basic Networking troubleshooting skills
  • Proficient with Microsoft Office
  • Data base experience, especially MS Access
  • MS SQL Server experience a plus
  • Ability to multi-task
  • Must keep extensive written records of all customer interactions
  • Pleasant personality and friendly phone voice a must
Education:

Associate degree in a technical field such as Bioinformatics, Information Technology, or Computer Science or equivalent experience.


Requeriments :

Skills :

Areas :


Additional Info:
About ScImage Inc

In a business segment rife with vendor consolidation, ScImage remains an independent bastion of imagination and ingenuity, proudly embracing and delivering new technologies to the healthcare imaging community.

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