Product Implementation Analyst

Job Details

Position ID: # EB-1070708602
Date Posted: 7/16/2021 9:02:10 AM
Location: Dallas, TX
Job Type: Full Time

Job Description

Our client is a medical technology company that manufactures and sells a broad range of supplies, devices and systems for use by healthcare professionals, medical research institutions, industry and the general public.

Position: Technical Support Specialist
Location: Portland, OR

The purpose of the Technical Support Specialist 2 (TSS-2) is to assist in resolving complex, time sensitive, and high-risk issues, which include customer escalations, sites down, remote troubleshooting, and dispatching cases to field service technicians, within a timely and professional manner. Each TSS-2 is expected to understand the GSL systems from server to cabinet and any integrated connections to other company products. We strive to be the leader in support by building trusted partnerships, foster open communication, drive team and cross functional collaboration, and empower our TSS-2 to take calculated risks and continuously improve our culture, processes and service.

Service Orientation, Initiative, & Quality
• Applies knowledge of support service operations to answer new Inbound Calls and Callbacks
• Acts with customers in mind when choosing and utilizing Phone and/or Email communication channels
• Demonstrates effective use of phone and email for communication channel
• Adapts the content, tone, style, and form to suit the needs of the reader, the subject, and the purpose of the communication by use of clear and succinct information when documenting case notes. Uses plain talk to explain complex or technical concepts
• Looks toward the broadest possible view of cases to resolve new/recurring/ongoing technical incident
• Ability to identify trends in case work
• Provides the information people need to know by maintaining high levels of data quality and integrity (CRM)
• Maintains an open, approachable manner, and treats others fairly and respectfully. Preserves others’ self-confidence and dignity, and shows regard for their opinions
• Provides progress updates to customer. Seeks customer feedback and ensures needs have been fully met

Accountable
• Takes action, prioritizes and accurately assesses personal case management to ensure a high-quality customer experience
• Follows and redirects others towards process checklists & collaboration process
• Maintain knowledge of and education level to demonstrate understanding of Customer Education (clinical and technical) and encourages other to continue learning
• Addresses issues in an open, constructive, professional manner, and persuades others to approach issues in the same manner
• Displays a positive attitude about the work to be done, co-workers, customers, management, and employer policies.
• Asks for and uses feedback to improve performance. Seeks and acquires new competencies, work methods, ideas, and information that will improve own efficiency and effectiveness on the job

Problem Solving / Decision Making
• Applies rigorous logic and methods to participate and lead the team issue resolution activities
• Accurately assesses priority level with limited to no guidance
• Remains open to many approaches to address needs or resolve issues. Seeks suggestions from other parties

Technical
• Intermediate Understanding of company products and how technical support and Field Service supports them in our customers' environments
• Understanding of how our products enhance and interact with pharmacy workflow
• Ability to identify issue-trends and uses available tools, resources, and team collaboration to troubleshoot customer issues

Administrative/Other
• Adherence to work and call schedules
• Timely completion of any Company or Department required training.
• Performs other duties as assigned

Qualifications:
• Bachelor’s degree in Computer Science/Electronic Technologies or 3+ years or equivalent experience
• Microsoft SQL experience (2+ years)
• Must be able to write queries and analyze SQL data (i.e. Select and Join statements) within complex database structures.
• SSIS (SQL Job) exposure/experience
• SQL Reporting Services
• Ability to communicate technical solutions/recommendations to a non-technical audience
• Windows Server (2008+) and Desktop Administration (Win7+)
• Networking topology, terminology, commands
• IIS and Web Application Administration
• Group Policies Terminology and Administration
• Active Directory Administration
• VMWare Terminology and Administration
• Installing peripherals (Scanners, Printers...)
• CompTIA A+ or N+ preferred
• Application Installation and Troubleshooting
• DNS
• DHCP
• LAN/WAN
• Telnet
• Ports (Networking/OS)
• Understanding of XML language (1+ years)
• Ability to review application and OS logs (2+ years)
• Wireshark (1+ Years)

Job Posting

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