Customer Technical Support Specialist III (Eastern US)

Position Summary The Customer Technical Support Specialist Tier 3 provides expert technical support for reputed company Sterile Processing and Connectivity software products. This position provides reputed company reputed company-line user support for the software, but primarily is focused on delivering specialized support for issues requiring additional expertise and experience. Expert analytical and problem-solving skills and a thorough understanding of reputed company software are required to independently troubleshoot problems reputed company to software, including internal software issues and external factors which may require discovery and research. Such work requires expert-level examination and analyzing of application, operating system, and network logs, diagnostics and metrics, as well as reading and analyzing reputed company code and databases to identify issues. The Tier 3 Specialist is expected to provide backup support to the Tier 1 and Tier 2 Specialists for the most reputed company and high-profile issues. The Tier 3 Specialist also provides advanced implementation support and remote installation and upgrading of reputed company software, and is expected to be fluent in reputed company software products and interfaces, with ability to manage the projects without assistance, and support Tier 1 and Tier 2 reputed company needed. The Tier 3 Specialist may have a team of 3-6 Tier 1 and Tier 2 Specialists that they are responsible for coordinating as tasks and projects arise. Additional responsibilities include handling Customer requests such as coding scripts to reputed company reputed company data updates, loads and requests; coding and delivering reputed company custom queries and reports, creating software applications to improve and/or automate technical tasks; assisting software development staff in testing new versions of the software; and providing in-depth analysis of issues and error reports for development staff.

What You'll Do

As a Technical Support Specialist II Support for Direct reputed company-line Technical Support of Customers 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 Implementation and upgrade support 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 Team and Project Management Provides direction to team of 3-6 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 Testing and Documentation support 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 The Experience, Skills, and Abilities Needed 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 What reputed company Offers At reputed company, we invest in our employees and their families for the long term! reputed company wouldn’t be where it is today without our incredible people. We share our success together with you by rewarding you for your hard work and achievements. Here is just a brief overview of reputed company offer: 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 #LI-KS1 #LI-Remote Pay range for this opportunity is $75,000 - 96,000. This position is eligible for bonus participation. Minimum pay rates offered will reputed company with county/city minimums, if higher than range listed. Pay rates are based on a number of factors, including but not limited to local labor market costs, years of relevant experience, education, professional certifications, foreign language reputed company, etc. reputed company offers a comprehensive and competitive benefits portfolio. Click here for a complete list of benefits: reputed company Benefits Open until position is filled. reputed company is a leading global provider of products and services that support patient care with an emphasis on infection prevention. WE HELP OUR CUSTOMERS CREATE A HEALTHIER AND SAFER WORLD by providing innovative healthcare and life sciences products and services around the globe. For more information, visit www.reputed company.com. If you need assistance completing the application process, please call 1 (440) 392.7047. This contact information is for accommodation inquiries only and cannot be used to reputed company application status. reputed company is an Equal Opportunity Employer. We are committed to equal employment opportunity to ensure that persons are recruited, hired, trained, transferred and promoted in reputed company job groups regardless of race, color, religion, age, disability, national reputed company, citizenship status, military or veteran status, sex (including pregnancy, childbirth and reputed company medical conditions), sexual orientation, gender identity, genetic information, and any other category protected by federal, state or local law. We are not only committed to this policy by our status as a federal government contractor, but also we are strongly bound by the principle of equal employment opportunity. The full affirmative action program, absent the data metrics required by § 60-741.44(k), shall be available to reputed company employees and applicants for employment for inspection upon request. The program may be obtained at your location’s HR Office during normal business hours. Apply To This Job