Tech Sales Sup Specialist I
Hiring Manager:
((Ryan Andrist))Recruiter:
((Susan Blair))Hours 10 am -7 pmAbout This Role:
The Product Support Specialist is responsible for supporting the initiatives of the Customer Service Department including responses to inquiries from both internal and external customers with the goal of delivering consistent performance that achieves the highest level of customer satisfaction and loyalty.
You will also liaise with the internal project management, engineering, and systems administration teams.
Must be knowledgeable about computer hardware, software, troubleshooting computer-related issues, and technological problem solving.
Your Responsibilities will Include:
oTroubleshoots technical problems to determine the root cause while providing the client with timely status updates until resolution.
oBecome a software expert in your assigned software application(s).
oDemonstrate responsiveness and sense of urgency in all customer interactionsoDocument tickets and customer interactions using issue tracking system.
oSupports QMS requirements related to compliant customer Vigilance and MDR compliant handling.
oParticipates in the creation and maintenance of a Support knowledgebase content.
oResearch issues by collaborating with other internal resources when a solution is not readily available.
oAdvocate for customers by coordinating and communicating suggestions for software enhancementsoSupports equipment set-up needs, account specific application configurations, and trains healthcare professionals in the use of Preventice products.
oParticipates as an important member of the Customer Service Team (which includes Director of Customer Service, Managers of Customer Service and other Customer Service Team Members)oDevelop and deliver training and troubleshooting documentation to support medical device development programs, clinical investigations and product launch programs.
oReports system malfunctions or performance issues to appropriate Preventice Support personnel and outsourced providers; and works to support the correction of such deficiencies while informing stakeholders of the corrective status.
oProvides support for internal teams including:
clinical trials, deployment services, marketing, and sales.
oAssists the System Test team in conducting validation and verification activities.
oWorks to achieve the day-to-day Customer Service Team's quality objectives and goals.
oEffectively communicates with Technical Support Lead and other team members to coordinate program objectives.
oAbility to travel to customer site to resolve issues or deliver training.
oPerforms requisite administrative tasks, including but not limited to preparing reports, scripts, procedures, and other necessary documentation.
oOther duties as assignedPreferred
Qualifications:
oAssociate's degree required; equivalent relevant work experience may be considered in lieu of educational requirementoProficiency with MS Office (Word, Excel and PowerPoint)oEffective communication skills, including listening, writing, and speakingoStrong time management skills and ability to effectively manage multiple prioritiesoStrong analytical, problem-solving, and interpersonal skillsoAbility to translate customer requirements into product functionality and designoAbility to work independently and integrate into a team environmentoExperience providing customer support for software applicationsoExperience conducting training for existing customers or prospectsoAbility to lead training sessions with confidenceoPrevious experience within software industry or clinical research is preferredRequisition ID:
((564168)) Recommended Skills Analytical Clinical Research Clinical Trials Clinical Works Communication Computer Architectures Estimated Salary: $20 to $28 per hour based on qualifications.
((Ryan Andrist))Recruiter:
((Susan Blair))Hours 10 am -7 pmAbout This Role:
The Product Support Specialist is responsible for supporting the initiatives of the Customer Service Department including responses to inquiries from both internal and external customers with the goal of delivering consistent performance that achieves the highest level of customer satisfaction and loyalty.
You will also liaise with the internal project management, engineering, and systems administration teams.
Must be knowledgeable about computer hardware, software, troubleshooting computer-related issues, and technological problem solving.
Your Responsibilities will Include:
oTroubleshoots technical problems to determine the root cause while providing the client with timely status updates until resolution.
oBecome a software expert in your assigned software application(s).
oDemonstrate responsiveness and sense of urgency in all customer interactionsoDocument tickets and customer interactions using issue tracking system.
oSupports QMS requirements related to compliant customer Vigilance and MDR compliant handling.
oParticipates in the creation and maintenance of a Support knowledgebase content.
oResearch issues by collaborating with other internal resources when a solution is not readily available.
oAdvocate for customers by coordinating and communicating suggestions for software enhancementsoSupports equipment set-up needs, account specific application configurations, and trains healthcare professionals in the use of Preventice products.
oParticipates as an important member of the Customer Service Team (which includes Director of Customer Service, Managers of Customer Service and other Customer Service Team Members)oDevelop and deliver training and troubleshooting documentation to support medical device development programs, clinical investigations and product launch programs.
oReports system malfunctions or performance issues to appropriate Preventice Support personnel and outsourced providers; and works to support the correction of such deficiencies while informing stakeholders of the corrective status.
oProvides support for internal teams including:
clinical trials, deployment services, marketing, and sales.
oAssists the System Test team in conducting validation and verification activities.
oWorks to achieve the day-to-day Customer Service Team's quality objectives and goals.
oEffectively communicates with Technical Support Lead and other team members to coordinate program objectives.
oAbility to travel to customer site to resolve issues or deliver training.
oPerforms requisite administrative tasks, including but not limited to preparing reports, scripts, procedures, and other necessary documentation.
oOther duties as assignedPreferred
Qualifications:
oAssociate's degree required; equivalent relevant work experience may be considered in lieu of educational requirementoProficiency with MS Office (Word, Excel and PowerPoint)oEffective communication skills, including listening, writing, and speakingoStrong time management skills and ability to effectively manage multiple prioritiesoStrong analytical, problem-solving, and interpersonal skillsoAbility to translate customer requirements into product functionality and designoAbility to work independently and integrate into a team environmentoExperience providing customer support for software applicationsoExperience conducting training for existing customers or prospectsoAbility to lead training sessions with confidenceoPrevious experience within software industry or clinical research is preferredRequisition ID:
((564168)) Recommended Skills Analytical Clinical Research Clinical Trials Clinical Works Communication Computer Architectures Estimated Salary: $20 to $28 per hour based on qualifications.
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