Position : Customer Support Specialist - Remote Location : San Diego, CA Duration : 12 Months Total Hours/week : 40.00 1st Shift Client: Medical Device Company Job Category: Sales Support Level of Experience: Entry-Level Employment Type: Contract on W2 (Need US Citizens or GC Holders Only) Work hours: 8a-5p Pacific M-F We Have These 3 Must Haves Listed ? 1-5 years technical/customer support experience, Ability to review application and OS logs, Excellent customer service skills (written and verbal) a must Job Description ? This is an entry-level position requiring 1-5 years technical/customer support experience with the opportunity for accelerated growth. ? As a Customer Support Specialist, you will be the first voice the client will hear and the first level of support. ? Your responsibility will be to accept inbound calls from doctors, nurses, pharmacies, and other healthcare entities; obtain the necessary information, attempt to resolve the incident, or escalate if necessary. ? You will delegate pending call-backs to the appropriate Customer Support Specialist tiers. ? Documentation of the client?s name, concerns/complaints, facility, and phone number is paramount before escalating tickets. Essential/critical Functions ? Follow necessary Customer Support protocols ? Interact with customers in a professional and enthusiastic manner via verbal and written communication ? Promptly answer support calls, document, and transfer with a high level of urgency ? Accurately document client interaction in a professional manner ? Work well with people from different disciplines with varying degrees of technical experience while maintaining a positive attitude ? Organize caseload, troubleshoot assigned queue of cases, and identify those that need escalation in a high-pressure environment ? Resolve open tickets and communicate resolution to the client to confirm satisfaction ? Use internal support applications to communicate professionally, effectively, and timely with the internal team and customers ? Support the field implementation team to successfully complete installations ? Coordinate and execute the shipment of parts and supplies to customers Technical Skills and Attributes: ? Databases SQL Server (SQL 2008/2012) ? 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 ? OS knowledge ? Server 2008 /Server 2012/ Windows 7 ? Windows Services ? IIS and Web Applications ? Running Performance Counters ? Basic Understanding of Group Policies ? Security Permissions ? Networking topology ? DNS ? DHCP ? LAN/WAN ? Telnet ? Ports (Networking/OS) ? Understanding of XML language ? Ability to review application and OS logs ? Active Directory experience or exposure ? VMware experience or exposure (1+ years) Soft Skills ? Excellent written and verbal communication skills with the ability to clearly articulate solutions to complex technical problems ? Excellent time management and multitasking skills Strong personal commitment to quality, customer service and patient safety ? Ability to understand and communicate complex technical systems to a non-technical audience ? Works well in a team environment ? Proven ability to maintain a professional demeanor when handling complex user issues and high-pressure situations Other Skills ? Excellent customer service skills (written and verbal) a must ? Exceptional attention to detail ? Excellent organizational skills ? Ability to work in a fast-paced environment ? Exceptional ability to interact with customers in a professional and friendly manner, especially in high-stress situations ? Ability to effectively listen, empathize and reassure clients their issues will be resolved ? Ability to independently research, troubleshoot, and probe technical hardware and software issues ? Ability to work in a team environment ? Ability to work in a remote, home office-based environment ? Experience using a computer in a work setting ? Strong work ethic and initiative Education/Licenses/Certifications Required ? No degree required ? Preferred Certifications ? A+, N+