Help Desk Technician

Description:

The Help Desk Technician has the primary responsibility within the call center for providing internal and external customer support for compliance monitoring product line (Care Orchestrator) Beyond the primary call center job functions, this position will also provide customer support during new installations.

Responsibilities:

• Coordination of pre-install activities (scheduling installs, reviewing Pre-installation checklists, completing Pre-installation readiness checks with customers, etc.)
• Remote configuration of software according to customer specifications.
• Post install support within the product support call center.
• Research, record, and provide appropriate feedback and solutions to customers with regard to product complaints and events associated with the software application.
• Inform Product Managers on customer issues related to software utilization and software design.
• Must maintain technical expertise with both sleep therapy products and their usage as well as general networking and PC skills.

Qualifications:

• Minimum of an Associates degree, Bachelors degree preferred. I.T. related degrees preferred, but will accept other majors with relevant I.T. experience.
• A minimum of 3+ years of appropriate IT related customer service. Experience in the medical device industry highly desired.
• Professional phone skills and Customer Service Skills highly desired.
• Experience with use of software including Microsoft Office, Word, Excel and SAP required.
• Must possess a good understanding of computer functionality and experience with software/hardware troubleshooting. A demonstrated understanding of computer networks and database structure is also required to perform the role.
• Knowledge of Windows XP, Vista, 7, and 8 Operating systems required.
• Knowledge of Android and iOS mobile operating systems highly desired.
• Knowledge of SQL Server preferred.