OperationsInc

TECHNICAL SUPPORT SPECIALIST – Temp to Perm

Recruiter
Location
Wappingers Falls, New York
Posted
Sep 20, 2016
Closes
Nov 19, 2016
Role
IT
Industry
Pharmaceuticals
Employer Type
Direct Employer
Employment Type
Permanent
Hours
Full Time

A client of ours in the medical equipment industry based in Wappingers Falls, NY is seeking a bi-lingual Technical Support Specialist for their growing Services group. 

The position is responsible for providing technical assistance and support for the company’s products; patient simulators and related hardware/software.  This includes ensuring a high-level of customer satisfaction, as well as coordinating and implementing solutions for the customer.

Responsibilities

  • Answer phone calls and emails from customers, internal and external.
  • Create and maintain service tickets for all customer interactions, and ensure satisfactory closure.
  • Collaborate and discuss solutions internally and outside the department to coordinate most effective solution.
  • Software testing as required.
  • Customer Feedback reporting and escalation.
  • Provide exceptional customer service.
  • Identify emerging technical issues; collect information, test and confirm, escalate as needed, provide team(s) work around or solution.

Qualifications

  • Two plus years’ experience in technical service. Tier 1 or 2 technical support role preferred.
  • Ability to identify problems, mediate issues, develop solutions, and implement a course of action.
  • Experience working with various products and technologies (PC Hardware and Software, light pneumatics)
  • Basic knowledge of computer and electronics repair and operational theory.
  • Good mechanical skills to facilitate walk through of repairs over the telephone.
  • Excellent communication skills both verbal and written.
  • Must be able to communicate effectively with a broad range of individuals at all levels.
  • Must be able to complete assignments as agreed upon and assure customer is completely satisfied.
  • Proficiency in computer operations including but not limited to, Windows, Remote Troubleshooting Software, various CRM (Customer Relationship Management) programs.
  • Must have a sense of urgency in resolving customer issues or perceived issues.
  • Flexibility to work shifts anywhere from 8-4, 9-5, 10-6 or 12-8 M-F, along with a Saturday shift every 3 weeks. 
  • Must speak/write fluent Spanish.

Have we described a role that you have been seeking, along with a set of skills that you possess? If so we’d like to hear from you immediately.  Please send a copy of your resume via this service.

Our client is an equal opportunity employer. M/F/H/V