March 20, 2023 6:22 pm CDT

Customer Support Technician I

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Stefanini Group is hiring!nStefanini is looking for Customer Support Technician for Remote LocationnFor quick Apply, please reach out to Jaykiprasad Gupta – call: 248-728-2636/ email: Jaykiprasad.gupta@stefanini.comn nWork shift (days/times) – M-F (40 hours)nWork Location – RemotenTravel: 0-15%nShift: 1st shiftn nSummary:nThe Technical Support Specialist provides customers with technical support for software and hardware product issues in a remote call center environment. This position effectively analyzes reported issues, follows detailed troubleshooting guidelines, and work instructions to assess root cause and identify solutions to resolve issues in a timely and efficient manner.nTechnical Support Specialists enjoy helping others, working independently as part of a greater team, applying attention to detail, and using critical thinking skills to provide customer focused solutions.n nEssential Roles and Responsibilities:nProvides level 1 support to customers via phone, chat, and/or email for Client's products andn system peripherals focusing on customer satisfaction, quality, and efficiency to resolve customern issues.nInstructs customers on how to use hardware and software applications.nRecords and documents all customer interactions properly in accordance with definedn procedures, ensuring accuracy in reporting.nInterfaces and interacts effectively with Client employees and customers, including pharmacyn personnel and IT professionals.nEngages additional departments and escalates issues to appropriate personnel and/orn departments.nRegularly uses mobile devices such as cell phone, laptop and tablet to communicate withn customers, update work orders, complete checklists or call scripts, access portals and training,n diagnose problems, and maintain schedule of activities.nMaintains product knowledge through continuous training and uses the latest troubleshootingn methods, SOPs, training manuals, and other reference materials.nMaintains compliance with laws protecting data privacy including HIPAA and GDPR.nAdheres to all environmental, health and safety SOP's, equipment, policies, and procedures,n including any department specific requirements.nPerforms other duties as assigned.n n nQualifications:nProactive and results-oriented who can work independently and as part of a team to effectivelyn manage assignments and support customer queues.nMust have proven ability to exercise independent judgment and draw accurate conclusions inn order to effectively troubleshot technical issues based on available information.nMust have excellent verbal and written communication skills.nGood interpersonal skills with the ability to react quickly, accurately, and remain calm undern pressure.nAbility to give full attention to what other people are saying, taking time to understand then points being made, ask questions as appropriate, and not interrupt at inappropriate times.nAbility to understand the importance of details and convey the meaning to others.nAbility to follow steps, actions, or instructions in a certain order or pattern according to an specific rule or set of rules (e.g. login instructions, navigation, database connections).nHighly proficient and comfortable navigating and using computers and computer-based systems.nGeneral knowledge of computer hardware and software, including applications and peripheraln devices such as printers, and scanners.nRequired to maintain reliable internet connection to effectively support business systems.nAbility to sit and look at a computer and/or mobile devices for long periods of time.nRequired to work evenings, weekends, holidays, as well as “on-call” on a rotational basisnMay require expertise in electro-mechanical problem solving and reading electrical andn pneumatic diagrams as well as knowledge of microprocessors, programmable controllers,n electronics, circuit analysis, mechanics, sensor or feedback systemsn nExperiences and Education:nHigh School diploma or GED requirednCollege degree in computer information systems or related field preferrednTechnical certifications are a plusn1- 2 years related experience providing technical supportnExperience using mobile devices such as cell phone, laptop and tablet to perform work activitiesnPrevious call center experience is highly preferrednExperience contributing and accessing information from a Knowledge Management systemnExperience supporting web-based and client-server database applicationsnExperience installing and/or supporting Microsoft Windows servers and networksnExperience installing and/or troubleshooting computer hardware and software, includingn applications and peripheral devices such as printers, scanners, scales, infusion pumps and othern devicesnMedical device industry backgroundn n***Listed salary ranges may vary based on experience, qualifications, and local market. Also, some positions may include bonuses or other incentives.




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