Technical Support Specialist I

GE Healthcare; Milwaukee (WI); On-site; USD 45,000 - 60,000; Full time

Job summary

GE Healthcare in Milwaukee is looking for a Technical Support Specialist I to assist external clients with API Healthcare software. The role involves diagnosing, troubleshooting, and resolving issues while educating clients on software functionality.

The ideal candidate should have an associate degree or relevant experience, strong problem-solving skills, and effective communication abilities. A background in SQL and proficiency with PC software are essential.

Qualifications

• Associate degree or higher in a technical or business-related field preferred.
• Two years related experience and/or training, or equivalent combination of education and experience.
• Basic to advanced working knowledge of one main API Healthcare solution.

Responsibilities

• Provide assistance via phone, e-mail, and client portal on API Healthcare software.
• Diagnose, troubleshoot, and resolve application/device questions.
• Document all correspondence and activities related to tickets.

Skills

Troubleshooting skills

Communication skills

SQL knowledge

PC and web-based software skills

Analytical skills

Organizational skills

Education

Associate degree in a technical or business related field

Job description

We are looking for a Technical Support Specialist I to provide superior assistance to our external client base on primarily one main API Healthcare software solution. This role will play a key part within our call center by diagnosing, troubleshooting, and resolving application questions and issues, providing education to clients on functions and features, and escalating potential problems as needed.

Responsibilities

• Provide assistance via phone, e-mail, and our client portal website on primarily one main API Healthcare software solution or on API Healthcare devices and device software.
• Perform remote dial-in support to clients as needed.
• Diagnose, troubleshoot, and resolve application/device questions and potential issues.
• Provide education to clients on functions and features so they can become more self-sufficient.
• Properly escalates potential problems as needed to the next tier, leadership, etc.
• Clearly and concisely document all correspondence and activities related to tickets in client tracking software.
• Seek continuous API Healthcare solution knowledge and industry knowledge.
• Proactively and appropriately share constructive feedback and ideas to better the department and/or API Healthcare as a whole.
• Work to meet or exceed individual, department, and corporate goals and imperatives.
• Perform other duties and projects as assigned.

Qualifications

• Associate degree or higher in a technical or business related field preferred OR two years related experience and/or training, or equivalent combination of education and experience.
• Successful completion of required training on all supported platforms of one API Healthcare solution (i.e. Time & Attendance, Staffing & Scheduling, Human Resources & Payroll) or equivalent industry experience.
• Basic to advanced working knowledge of one main solution (Time & Attendance, Staffing & Scheduling, or Human Resources & Payroll) or equivalent industry experience.
• Strong PC and web-based software skills, including MS Office products and Windows operating systems.
• Ability to create and update basic T-SQL scripts to manipulate data or return information.
• Basic to intermediate knowledge of all SQL platforms to include SQL Replication.
• Basic to intermediate knowledge of database structure.
• Basic to intermediate knowledge of troubleshooting tools.
• High level of aptitude for learning complex hardware/software solutions.
• Works effectively both independently and as part of a team.
• Sound ability to explain technical concepts to non-technical users.
• Strong and creative troubleshooting, problem solving, and analytical skills.
• Ability to prioritize, multi-task, and thrive in a fast-paced environment and adapt to changing priorities seamlessly.
• Exceptional verbal and written communication skills.
• Strong interpersonal skills when working with a professional client base.
• Excellent organizational skills with attention to detail.
• Improve the environment around you by setting strong examples of ethics, knowledge and drive.
• Ability to understand API Healthcare’s culture.

Additional Information

All your information will be kept confidential according to EEO guidelines. GE is an Equal Opportunity Employer. GE will only employ those who are legally authorized to work in the United States for this opening. Any offer of employment is conditioned upon the successful completion of a background investigation and drug screen.