Software Support Analyst I

Breg, Inc.; Carlsbad (CA); On-site; USD 50,000 - 65,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

Disability insurance

Life insurance

Paid time off

Company holidays

Growth opportunities

Diversity & Inclusion

Job summary

Breg, Inc. in Carlsbad, CA seeks a Software Support Analyst I to own post-sales customer relationships and ensure delightful, effective support for our orthopedic product portfolio.

You will diagnose issues, provide how-to guidance via phone and email, reproduce problems, document findings, and coordinate with technical teams to drive timely resolutions. You’ll help improve service standards and contribute to knowledge growth within the team.

Qualifications

• Bachelor's Degree in Computer Science, Information Systems, Life Sciences or an equivalent combination of education and work experience.
• At least 1 year experience in technical support or customer support external customer-facing environments.
• Strong customer service background with effective communication; professional phone manner; strong written communication.
• Experience analyzing, assessing and resolving complex system-level software issues; highly analytical.
• Ability to work independently and in a team in a fast-paced, customer-driven environment.
• Ability to leverage scripting tools to improve process efficiencies.
• Proficiency with web browsers and Microsoft Office; ability to learn new software and systems; advanced Excel skills.

Responsibilities

• Owns post-sales/post software implementation customer relationship and aims to delight customers with every engagement.
• Provides technical support via phone and email for the product portfolio; answers how-to questions and technical inquiries; diagnoses problems; recommends solutions; follows through to resolution.
• Accurately reproduces issues and provides detailed technical information to internal teams to drive resolution.
• Leads interactions with technical/programming personnel for unresolved customer problems and monitors progress to resolution.
• Leads interactions with Customer Care and other departments to ensure compliant complaint handling processes.
• Participates in and leads process development to improve service delivery standards.
• Maintains understanding of order processing and RMA processes and adheres to product complaint/documentation requirements.
• Documents knowledge gained from customer interactions to grow the Technical Support Team's knowledge base.
• Records all customer-reported problems in the ticket system with nature of enquiry and resolution.

Skills

Customer service

Communication

Analytical thinking

Scripting tools

Excel

Education

Bachelor's Degree in Computer Science, Information Systems, Life Sciences

Tools

MS Outlook

MS Word

PowerPoint

Excel

Job description

Join Our Team and Keep Moving Forward with Breg!

At Breg, we are dedicated to advancing orthopedic solutions that enhance the lives of patients and support healthcare professionals. As a leader in the orthopedic industry, we provide innovative products, consulting, technology, and services that help people move forward with confidence.

We are currently seeking a Software Support Analyst I to join our team in Carlsbad, CA. If you thrive in a dynamic environment where innovation and impact go hand in hand, this is the opportunity for you.

Who You Are

You are a forward-thinking professional who values collaboration, innovation, and making a meaningful difference. You bring expertise in demonstrating ownership and accountability, the ability to communicate effectively and are eager to contribute to a team that is committed to delivering exceptional patient outcomes.

What You'll Do

As a Software Support Analyst you will:

• Owns the post-sales/post software implementation customer relationship and aims to delight customers with every engagement.
• Provides technical support via phone and email for the company's product portfolio by answering "how-to" questions, answering technical inquiries, diagnosing reported problems or configuration issues, recommending possible solutions and follows issues through to successful resolution.
• Effectively and accurately reproduces issue and provides accurate detailed technical information to internal teams as required to drive to resolution.
• Leads and manages the interactions with appropriate technical/programming personnel for customer problems that cannot be resolved quickly and monitors progress to problem resolution and initiates timely feedback to management and the customer.
• Leads and manages the interactions with Customer Care and other departments to ensure the complaint management processes is communicated and adhered to.
• Participates in and leads new, and existing, process development efforts focused on improved service delivery standards.
• Maintains an understanding of the order processing flows, the RMA processes and adheres to existing product complaint and documentation requirements.
• Creates and documents knowledge gained from every customer interaction to contribute to knowledge growth and expansion of the Technical Support Team.
• Documents all customer-reported problems in the ticket tracking system, including the nature of the enquiry, and the resolution recommended.
• Meets service delivery metrics as defined by the department and perform special projects and tasks as assigned.
• Responsible for behaving in a professional manner both internally and externally in relationships that positively impact the company's reputation and comply with the company's policies and practices. Responsible for being accountable and committed to demonstrating Breg's cultural beliefs and achieving the key results of the company.
• Responsible for promoting Breg's culture within the organization using established tools such as storytelling, providing focused feedback, and recognition. The performance of the position is aligned with the culture of commitment and accountability, following the steps of: See it, Own it, Solve it, and Do it.
• Collaborates with cross-functional teams to drive excellence in patient care and business solutions

What You Bring

• Bachelor's Degree in Computer Science, Information Systems, Life Sciences or an equivalent combination of education and work experience.
• At least 1 year experience and knowledge of working in technical support or customer support external customer-facing environments is required.
• Strong customer service background with the ability to present information effectively; possess a professional and friendly phone manner; strong written communication skills.
• Experience analyzing, assessing and resolving complex system level software issues. Highly analytical; can think outside the box to solve customer issues.
• Ability to work independently and as part of a team in a customer-driven, fast-paced environment.
• Ability to leverage scripting tools to continually improve process efficiencies.
• Computer proficient to include web browser/internet search, Microsoft (MS) Outlook, Word, and Power Point capabilities. Technical competence includes the ability to learn new software and systems and advanced proficiency in systems and Excel is required.
• A passion for innovation and a commitment to Breg's mission to Keep Moving Forward.

Why Breg?

At Breg, we invest in our people and culture. We offer:

• Comprehensive Benefits: Medical, dental, vision, disability, and life insurance, effective the first of the month after hire.
• Work-Life Balance: Paid Time Off (PTO) and company-paid holidays.
• Growth & Development: Opportunities for professional advancement within a company that values your contributions.
• Commitment to Diversity & Inclusion: Breg is proud to be an Equal Employment Opportunity employer, fostering a diverse and inclusive workplace.
• For more information regarding Company benefits, please see https://www.breg.com/benefits

Compensation

Salary Range: $50,000.00 - $65,000.00. Actual compensation is determined by factors such as experience, skills, and business needs. This range reflects the minimum and maximum target range for new hire base salary/pay across all US locations. Actual pay is based on many factors unique to each candidate, including but not limited to geographical location, work experience, skill set, relevant trainings and certifications, and business needs. The base pay range is subject to change and may be modified in the future. This role may also be eligible for a Bonus.

Breg is an Equal Employment Opportunity Employer and dedicated to a diverse work force and Drug Free work environment. EOE/Minorities/Females/Vet/Disabled are encouraged to apply.

Applicants must be currently authorized to work in the United States on a full-time basis. The Company will not sponsor applicants for work visas for this position.

Equal Opportunity Employer

This employer is required to notify all applicants of their rights pursuant to federal employment laws.

For further information, please review the Know Your Rights notice from the Department of Labor.