Technical Support Specialist (On-Site)

ZipRecruiter; Raleigh (NC); On-site; USD 55,000 - 75,000; Full time

Job summary

A leading company in imaging technology is seeking a Technical Support Specialist to provide exceptional support for their products. The role involves troubleshooting, training users, and collaborating with development teams. Ideal candidates will have a strong technical background, excellent communication skills, and the ability to work independently. This position offers a dynamic work environment with opportunities for growth.

Qualifications

• Minimum of 5 years of technical support experience or equivalent required.
• Ability to work independently and assess user training needs.
• Clinical knowledge and ability to communicate product benefits are assets.

Responsibilities

• Respond to customer inquiries via email, phone, and chat.
• Troubleshoot and resolve technical issues related to Core Sound Imaging products.
• Assist with product onboarding and coordinate training for new users.

Skills

TCP/IP Networking

Firewall, LAN configuration

Software product support

Windows networking

Remote access tools

Microsoft Office proficiency

Education

4 years of college coursework in computer science or related field

Tools

C++

Linux

SQL

Job description

Technical Support Specialist

This position requires the ability to work independently to install, maintain, troubleshoot, and upgrade client software over phone, chat, and remote sessions, and to document all relevant activities in a help desk system. Additionally, it involves assessing user training needs and leading training sessions. Knowledge of networking and a Windows environment is essential. Prompt and effective problem-solving and troubleshooting skills are crucial. Clinical knowledge and the ability to relate information to customers to highlight product benefits are assets.

Examples of Key Duties:

1. Respond to customer inquiries via email, phone, and chat.
2. Troubleshoot and resolve technical issues related to Core Sound Imaging products.
3. Assist with product onboarding and coordinate training for new users.
4. Collaborate with the development team to address product bugs and suggest improvements.
5. Perform new installations of Core Sound Imaging products on client machines.
6. Install, configure, and upgrade Core Sound Imaging products.
7. Troubleshoot hardware and software problems related to client’s modalities.
8. Understand computer networking concepts.
9. Act as a technical resource to assist users with Core Sound Imaging products, equipment, and data.
10. Communicate effectively with sales, Customer Success, and development teams.
11. Provide clinical knowledge and SME support to team members.
12. Update documentation to assist support teams in the future.
13. Test software and document testing procedures and results.
14. Perform other similar duties as required.

Qualifications:

Completion of 4 years of college coursework in computer science or related field, with a minimum of 5 years of technical support experience or equivalent, is required.

Required Technical Skills:

• TCP/IP Networking
• Firewall, LAN configuration
• Software product support and installation in Windows environments
• Windows networking and configuration
• Use of remote access tools
• Following written and verbal instructions
• Guidelines for troubleshooting
• Microsoft Office proficiency
• Interpreting C++ (a plus)
• Linux and basic SQL queries (a plus)
• Imaging device and PACS configuration (a plus)

Must be willing to work shifts from 9:00 am to 8:00 pm.

Please submit your resume for consideration.