Application Support Analyst performing IT support for healthcare systems in ambulatory care settings. Analyzing and resolving support issues while collaborating with various departments and vendors across the organization.
About the role
- Technical Support Engineer providing basic technical support for Securitas Healthcare products via phone, email, and occasionally onsite. Responsible for customer contact, troubleshooting, and collaboration with higher tiers.
Responsibilities
- Provide technical support for Securitas Healthcare products.
- Function as the primary customer contact for customer issues through telephone and web based technical support for all Securitas Healthcare products.
- Maintain or have access to working lab which you will actively work on, recreate customer issues, test and provide feedback.
- Collect pertinent data and escalate customer issues to higher tiers.
- Participate in on-call rotation for after-hours over-the-phone customer technical support.
- Acquire, maintain, and expand knowledge of relevant product offerings, current support policies, and methods of support delivery, to provide technically accurate and complete solutions.
- Adhere to organizational goals.
- Occasional travel to customer sites to perform on-site troubleshooting, training, audits, implementations, etc.
- Other duties as assigned.
Requirements
- Associate degree or accredited certification in electronics, computer science or network communication and/or the equivalent education and experience required in a technical setting.
- Minimum of 2 years of experience in a technical support center/customer service environment or customer-facing role experience in fast paced environment is required.
- Good analytical and troubleshooting skills along with the ability to think logically.
- Strong communications skills in English, technically and emphatically.
- Must be able to give and receive complex directions by phone.
- Must be a self-motivated self-starter.
- Able to work in a team environment and/or remote location.
- Ability to work in a fast-paced, multi-task & high-intensity work environment and deescalate tense situations.
- Intermediate computer knowledge preferred.
- Excellent communication and customer skills are required.
- Organizational and time management skills.
- Basic wired/wireless network knowledge is required.
- Basic knowledge of RF, BLE, LF & EMI.
- Installation, configuration, support, and/or troubleshooting of security/telecommunication systems such as electronics, low voltage components, access control systems, lock down systems, CCTV video systems, voice, data cabling and/or IP relays.
- Familiarity with inventory control and record-keeping.
- Understanding basic electronics concepts.
Benefits
- Occasional travel to customer sites to perform on-site troubleshooting, upgrades, etc.
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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