Tech Support Specialist (Telephone and Onsite)

ROSS; Southwestern Ontario; Remote; CAD 55,000 - 75,000; Full time

Job summary

A leading healthcare solutions provider is seeking a Regional Support Specialist to provide remote technical support for clients. The ideal candidate will have a Bachelor's degree in Computer Science or Information Systems and at least 3 years of technical customer support experience. Responsibilities include managing escalations, providing consultations, and maintaining product knowledge. This position requires strong communication skills and the ability to work outside normal hours.

Qualifications

• Bachelor's Degree in Computer Science and/or Information Systems or equivalent experience.
• Minimum of 3 years in technical customer support.
• Experience with networking, hardware, and databases.
• Strong communications skills to interact with customers.

Responsibilities

• Provide technical support to customers and teams.
• Manage escalations to higher-level support.
• Attend product-training courses.
• Document solutions in knowledge database.

Skills

Technical customer support

Networking

Hardware and operating systems expertise

Databases (Oracle and/or SQL)

Strong communication skills

Multitasking

Education

Bachelor's Degree in Computer Science or Information Systems

Tools

Help Desk software

Job description

Our client, a worldwide leader in healthcare solutions has engaged ROSS to help them recruit a Regional Support Specialist. ROSS is a team of People Specialists helping companies align their People Strategy with their business growth. We provide remote or onsite HR and Recruitment solutions complemented by leading edge open‑source HRIS software.

You will be responsible for providing remote technical support and services for our client’s customers. A wide degree of creativity and latitude is expected in order to resolve and assess severity of technical issues. Due to the nature of this support position, the ability to work outside normal business hours is required.

You Must Have:

• Bachelors Degree in Computer Science and/or Information Systems or an equivalent combination of education and experience.
• Minimum of 3 years experience in technical customer support role.
• Minimum of 3 years experience with networking, hardware and operating systems, databases (Oracle and/or SQL), remote connectivity, etc.
• Superior multitasking skills.
• Ability to work in a fast paced environment.
• Demonstrated resourcefulness to see problems and issues through resolution.
• Strong communications skills (oral/written) to interact effectively and professionally with both internal and external customers.
• Must be eligible to travel.
• Must be eligible to apply for customer initiated security clearances such as the US National Agency Check (NAC).

You Will:

• Provide telephone and remote access, consultation and technical expertise to our client’s customers, Customer Support Specialists and Sales and Implementation Teams.
• Manage escalations, complaints to Level 3 and Development, and follow through as point of contact to higher level support teams.
• Attend product-training, underlying technologies courses and maintain an expert working knowledge of targeted products and solutions.
• Utilize Help Desk computer software for call logging and tracking.
• Document solution and resolution steps in product knowledge database to ensure problems and solutions are communicated to all necessary service organizations.
• Participate in onsite clinical visits at customer sites.

These are assets - not mandatory:

• 1 year in medical imaging would be an asset.
• 1 or more years experience in troubleshooting and supporting HL7 and/or DICOM is an asset.
• Basic knowledge of workflow for clinical images and information within a PACS environment, radiology information systems, and/or cardiology is an asset.
• Knowledge of Programming Languages VB/ASP, VB.NET, HTML, and/or XML is an asset.

If you're not interested, but know someone who is, please help a current or former colleague in their career development by referring them. In addition, we're happy to give you a $500 referral fee. Click for more details.

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