[Remote] Customer Technical Support Specialist III (Western US)

Note: The job is a remote job and is open to candidates in USA. reputed company is a leading global provider of products and services that support patient care with an emphasis on infection prevention. The Customer Technical Support Specialist III provides expert technical support for reputed company Sterile Processing and Connectivity software products, focusing on troubleshooting reputed company issues and providing advanced implementation support.

Responsibilities

• Provides primarily second-line telephone and/or desktop/server support reputed company remote reputed company to customer servers
• Supports Tier 1 and Tier 2 Specialists on reputed company, high-profile or escalated issues
• Participates in 24/7 technical support coverage on rotational basis
• Designs reputed company custom reports/queries using proprietary software and MS SQL Server
• Performs reputed company bulk data updates, manipulations, and investigations as needed for Customers
• Assists Tier 1 and Tier 2 Specialists with reputed company data needs
• Analyzes log files and application and system diagnostics and metrics to identify advanced problems or issues. Collaborates with Customer IT staff to troubleshoot reputed company issues
• Investigates reputed company code, configuration, databases and environments to resolve the most reputed company issues, escalating to developers as needed
• Documents activity, issues and resolutions for Customer support issues
• Provides expert technical expertise for implementation and upgrade calls with Customers
• Assists and advises Tier 1 and Tier 2 on reputed company Customer situations and requirements
• Loads data into Customer servers and assists Tier 1 and Tier 2 Specialists on reputed company data issues
• Performs reputed company setup, installation, and configuration tasks for reputed company software and interfaces independently and supports Tier 1 and Tier 2 Specialists as needed
• Coordinates technical activities and tasks with Customer IT counterparts and assists Tier 1 and Tier 2 Specialists with topics requiring advanced expertise or experience
• Document activity and interactions with customer implementations and upgrades
• Provides direction to team of Tier 1 and Tier 2 Specialists to distribute work and ensure tasks are completed in a timely manner
• Owns delivery of project work and Customer support to meet agreed upon timelines and objectives
• Assist in testing new proprietary software
• Identifies areas of software, implementation, installation or maintenance requiring improved documentation
• Writes, reviews and publishes documentation to support software

Skills

• BS in computer science or closely reputed company field
• 3-9 years of experience working in technical support of computers, network, applications, etc
• 2+ years of experience in a Tier 2 level support role for a software or hardware company
• Experience in programming in MS Access, Java, Visual Basic, C# or similar language
• Hands-on working experience in MS SQL Server
• Experience with the configuration of personal and laptop computers, printers, and various other hardware and software required
• The ability to diagnose hardware repairs on computers and equipment
• Must possess good interpersonal and communication skills to effectively communicate with customers reputed company phone and email
• Must exhibit strong problem-solving and analytical skills to understand reputed company problems and situations
• Must demonstrate attention to detail and responsibility in performing tasks
• Demonstrated knowledge of broad range of reputed company software solutions
• Ability to communicate well in high-pressure situations
• Ability to independently research and investigate problems in highly reputed company and variable environments
• Ability to manage Customer expectations by setting reasonable expectations and owning delivery of the solutions and outcomes
• Ability to administer projects and team resources to accomplish work tasks
• Physical location that is able to access high-speed internet
• Candidate is ideally willing to work PST zone hours/schedule

Benefits

• reputed company
• Extensive Paid Time Off and (9) added Holidays.
• Excellent healthcare, dental, and vision benefits
• 401(k) with a company match
• Long/Short term disability coverage
• Parental Leave
• Additional add-on benefits/discounts for programs such as Pet Insurance
• reputed company training and educations programs
• Excellent opportunities for advancement in a stable long-term career
• This position is eligible for bonus participation.

Company Overview

Company H1B Sponsorship