Product Support Specialist

As a Product Support Specialist, you serve as a link between user feedback and actionable solutions. This role will work cross-functionally to help our front-line Image Services (Service Desk) team supporting clinical research sites, Sponsor facing Project Management teams, and the internal Product Development and Technical assembly teams to ensure timely responses to internal and external customers and seamless resolution of technical issues related to our medical imaging hardware and software products in clinical trials. This role will be responsible for providing tier one technical support, triage and categorizing issues, and maintain a comprehensive knowledge base to improve overall product performance and user/customer experience.

Technical Support and Issue Resolution Management

• Triage front-line feedback for video capture kit hardware issues, server/web problems, and other related technical challenges.
• Diagnose, troubleshoot, triage, categorize and escalate problems with hardware and software requiring investigation to appropriate teams such as Product Management, Imaging Development, Logistics, IT Operations, Image Services or Project Management.
• Track issues through completion, ensuring documentation of a thorough root cause analysis, timely resolution and clear communication with all impacted stakeholders.
• Maintain and continuously improve comprehensive knowledge base and technical support documentation.
• Support requests for information (RFIs) related to product functionality and technical specifications.
• Collaborate with cross-functional teams to streamline issue identification, escalation, prioritization and resolution processes and improve overall product performance.
• Assist in the review of Verification/Validation test cases for issue resolution.

Reporting and Knowledge Sharing

• Track and trend technical issues to identify recurring problems and potential areas for product improvement.
• Generate regular reports on support metrics, issue resolution times, and customer satisfaction levels.
• Contribute to the development of product roadmaps by providing insights based on user feedback and support trends.
• Establish and maintain a repository of technical support sheets and troubleshooting guides.

Additional Required Skills

• Ability to diagnose, troubleshoot, problem solve and manage resolution to problems related to software and hardware implementation, compatibility and bugs.
• Experience with the use of helpdesk/ticketing applications and IT Service Management tools such as Service Now.
• Knowledge of JIRA, Github issues or other project management and defect management tools.
• Excellent problem-solving and analytical skills, strong written and verbal communication abilities.
• Customer-oriented mindset with a focus on delivering high-quality support.
• Some repetitive tasks, occasionally standing for long periods, may be required to lift a minimum of 25 to 50 pounds when testing hardware products.

Desirable Skills

• 1-3 years’ experience working in an IT Technical Support or related role.
• A recognized degree or diploma program in Computer Science or Engineering.

$46,500 - $77,000 a year