Technical Support Specialist

Codonics, Inc.; Middleburg Heights (OH); On-site; USD 40,000 - 60,000; Full time

Job summary

A leading medical technology company is seeking a Technical Support Specialist to provide exceptional support and training for products. The role involves troubleshooting complex issues, ensuring high customer satisfaction, and developing training materials. Candidates should have a strong technical background and experience in customer service. This position offers valuable opportunities for professional growth and requires availability for on-call duties on weekends and weeknights.

Qualifications

• 2+ years experience with technical troubleshooting, training and/or field service.

Responsibilities

• Provide technical support and training via various communication methods.
• Log and track call information via database.
• Assist in the development and presentation of training materials.
• Provide product feedback to relevant departments.
• Assist field engineers with product installations as needed.

Skills

Excellent interpersonal communication skills

Strong technical background with computers and networking

Familiarity with Microsoft Windows and Unix O/S

Experience with Microsoft Office

Job description

## Description**Job Title:** Technical Support Specialist **Status:** Non-Exempt**Department:** Technical Support**Reports to:** Supervisor, Technical Support**Hours:** 8:30 am – 5:30 pm, M-F. Available and willing to be on-call on scheduled weeknights and/or weekends, overtime as needed with supervisor approval. Limited travel may be required.**Duties and Responsibilities: (**subject to change)* Establish proficiency and technical knowledge of Codonics products, connectivity with various host systems, and complex troubleshooting and assist Codonics International Service Centers with more complex troubleshooting* Communicate with customers to provide technical support and training for Codonics’ products via telephone, email and/or video conferencing applications* Log and track call information via database* Work with customer service, service, and end users to ensure the highest level of customer satisfaction* Assist in the development of training materials and assist in their presentation to distributors, customers, and Codonics International Service Center personnel* Provide product failure feedback to the Director of Technical Services, QA and Engineering Product Management departments* Assist field engineers with product installation as needed with Director of Technical Services approval* Additional duties may be assigned**Required Skills:*** Excellent interpersonal communication skills, written and verbal.* Strong technical background with computers and networking (Wi-Fi, Ethernet, etc.)* Familiarity with Microsoft Windows, Apple and Unix O/S as well as knowledge of FTP and Telnet.* Familiarity with PC support and maintenance including software installation, software upgrades and peripherals* Experience with Microsoft Office, Internet Explorer, etc.**Optional Skills:*** Experience with DICOM protocol and troubleshooting desirable* Experience with medical equipment* Experience with remote support software such as LogMeIn Rescue, TeamViewer, Secure Link, etc. as well as audio/video conferencing applications.**Education and/or Experience:*** 2+ years experience with technical troubleshooting, training and or field serviceCodonics is an Affirmative Action, Equal Opportunity Employer – M/F/Disabled/Veteran