Technical Support Specialist

Jobtailor; Toronto; On-site; CAD 70,000 - 100,000; Full time

Job summary

Jobtailor is seeking an experienced technical support professional for Toronto, delivering first-level support, field and remote assistance, and installation/maintenance of medical device systems. The role emphasizes diagnosing complex connectivity issues and collaborating with cross-functional teams.

You will maintain up-to-date knowledge of product features, assist sales with technical materials, and document interactions in the CRM.

Qualifications

• Five years in technical consulting or enterprise-level support within healthcare/medical devices.
• Bachelor's degree in CS/IT/Healthcare technology or related field.
• Strong networking, IT infrastructure, systems integration, cloud solutions, and PACS knowledge.

Responsibilities

• Provide timely first-level technical support through field and remote assistance.
• Troubleshoot and resolve customer issues, escalating complex cases as required.
• Install, configure, inspect, maintain, troubleshoot, and repair devices, software, networks, and equipment.
• Document customer interactions, service incidents, resolutions, and trends in the CRM system.
• Support sales with quotations, orders, presentations, opportunities, and product demonstrations.

Skills

Technical Support Experience

Networking Knowledge

API Integration

Microsoft Office Proficiency

Project Management Skills

Education

Bachelor's degree in CS/IT/Healthcare Tech

Tools

CRM System

Microsoft Excel

Microsoft PowerPoint

Microsoft Word

Microsoft Teams

Job description

• Provide timely first-level technical support through field and remote assistance
• Troubleshoot and resolve customer issues, escalating complex cases as required
• Install, configure, inspect, maintain, troubleshoot, and repair VTS devices, software, networks, and Customer Experience Centre equipment
• Maintain current knowledge of VCS portfolio product features, operation, technical specifications, and troubleshooting methods
• Provide installation guidance and application training to field technicians, sales teams, and internal stakeholders
• Document customer interactions, service incidents, resolutions, and monthly issue trends in the CRM system
• Complete required CurioZ training on time
• Support sales with quotations, orders, presentations, customer opportunities, technical activities, product demonstrations, and rollouts
• Schedule service appointments and coordinate with technicians for timely service delivery
• Manage service contracts, receivables, orders, swap requests, device inventory, and stock availability
• Support ECP and retail initiatives
• Coordinate with headquarters on regulatory and registration requirements
• Collaborate with Product Management and R&D on software and hardware enhancements and local-market application of global expertise
• Safeguard and track ZEISS assets, maintain an organized workplace, and comply with safety requirements
• Perform other related duties as assigned

Requirements

• Minimum five years’ experience in technical consulting or enterprise-level technical support, preferably within the healthcare or medical device sector
• Bachelor’s degree in computer science, information technology, healthcare technology, or a related discipline
• Advanced knowledge of networking, IT infrastructure, systems integration, cloud solutions, and PACS
• Demonstrated ability to resolve complex connectivity issues
• Experience in API integration and data interoperability is an asset
• Working knowledge of TCP/IP connectivity, PCs, servers, and database backup and recovery
• Proficiency in Microsoft Office applications, including Excel, PowerPoint, Word, and Teams
• Excellent communication, interpersonal, and presentation skills
• Ability to work independently and collaborate cross-functionally in a fast-paced environment
• Strong project and time management skills, with the ability to manage competing priorities

Core Competencies

Demonstrates expertise in technical support and consulting within the healthcare or medical device sector, with a strong focus on troubleshooting, installation, and customer training. Proficient in managing service contracts and collaborating with cross-functional teams to enhance product offerings and customer experience.

Highest-signal resume keywords

• Technical Support Experience
• Networking Knowledge
• API Integration
• Microsoft Office Proficiency
• Project Management Skills

ATS Optimization Keywords

Hard Skills

• Technical Support
• Troubleshooting
• Installation
• Networking
• Systems Integration
• Cloud Solutions
• PACS
• TCP/IP Connectivity
• Data Interoperability
• Database Backup and Recovery

Soft Skills

• Communication Skills
• Interpersonal Skills
• Presentation Skills
• Independent Work
• Collaboration

Industry Keywords

• Healthcare Technology
• Medical Device Sector
• Service Contracts
• Customer Experience
• Regulatory Requirements

Tools & Technologies

• CRM System
• Microsoft Excel
• Microsoft PowerPoint
• Microsoft Word
• Microsoft Teams