In-House Service Spec -2 Job at Medical Devices Company, San Diego, CA

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  • Medical Devices Company
  • San Diego, CA

Job Description

Roles & Responsibilities

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

Experience Required

Skills & Certifications

Skills and Attributes:

Technical:

  • 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

Eligibilities & qualifications

Education/Licenses/Certifications Required:

  • No degree required
  • Preferred Certifications
  • A+, N+

Job Tags

Remote job, Home office,

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