We are seeking a skilled and proactive Technical Support Specialist to join our team. In this role, you will be responsible for providing top-notch technical support to our customers.
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Job Summary
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This is an exciting opportunity to work with a leading technology company that is committed to delivering innovative solutions to the healthcare industry. As a Technical Support Specialist, you will play a critical role in ensuring the success of our customers by providing timely and effective technical assistance.
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About the Role
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In this role, you will:
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1. Provide technical support to customers via phone, email, or online chat
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2. Analyze and troubleshoot complex technical issues
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3. Collaborate with internal stakeholders to resolve customer issues
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4. Document customer interactions and product issues
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5. Conduct remote system audits and health checks
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6. Assist with implementing software and workflow configuration changes
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7. Track and document hours worked
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8. Ensure remote access to customer sites is set up and enabled as per company policy
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9. Fulfill all assigned training courses and related training tasks
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10. Perform other duties as required
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Qualifications
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To be successful in this role, you will need:
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11. Bachelor's degree or diploma in computer science, engineering, or related field
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12. Experience in delivering customer service via call centre telecommunications
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13. Experience with help desk or customer service in software support
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14. Advanced knowledge of Windows platform
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15. Knowledge of Windows networking
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16. Must be able to analyze application designs and concepts
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17. Strong knowledge of troubleshooting and software troubleshooting
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18. Understanding of how computers communicate with each other and how they connect different protocols used for communicating and sharing data
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19. Intermediate knowledge of TCP/IP and WIFI networking
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20. Basic serial communications knowledge
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21. Experience in remote VPN support
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22. Some knowledge of SQL server/database queries
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23. Some knowledge of telephony communication systems
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24. Basic knowledge of communication protocols
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25. Exceptional communication and interpersonal skills
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26. Able to take initiative and be intuitive and anticipatory
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27. Must be able to learn new systems quickly
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28. Able to work independently and within a team environment
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29. Able to articulate technology and product positioning to both business and technical users
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30. Willingness to work on pre-defined shifts including nights and weekends
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31. Ability to travel as required (average 30%)
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Benefits
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We offer a competitive annual salary, a rich benefits package, professional development & training opportunities, education reimbursement program, flexible work arrangements, and a collaborative & inclusive work environment.