Current Openings

Technical Support Representative

The Technical Support Representative (TSR) will provide high-quality technical support for the CAREt system. The TSR will provide case logging and escalation, technical assistance, and knowledge base administration as part of a 24-7 support organization. This individual will also work closely with engineers, product managers, and sales engineers to improve the product’s vision and to make CAREt system users successful.

Responsibilities

• Providing positive customer experience as the first point of contact with customers.
• Diagnosing, troubleshooting, prioritizing and resolving technical support issues with customers via telephone, email, web-based case system:

- Collecting relevant technical problem identification information.

- Filtering non-technical problems from real technical issues.

- Analyzing logging reports and derive information from these logs.

- Reviewing Java scripting which will add to information collection.

- Attempting to resolve problem, from usage assistance and technical questions through problem identification (may need to escalate to tier 2 as required by escalation process).

• Receiving and logging support requests, documenting the problem and assigning a severity level to call per Support policy.
• Must be able to multi-task in a fast paced environment.
• Build strong customer relationships, high level of service orientation and responsiveness
• Demonstrating patience and telephone etiquette with customers utilizing strong verbal communication skills.
• Assuring that customer files are current and information is communicated to all parties involved.
• Integrating customer support issues into the software development lifecycle.
• Interfacing with Development and QA Engineers as required.
• Providing on-call support coverage as required.

Requirements

EDUCATION

• Technical Degree or certificate

 

EXPERIENCE

• 1-2 years experience in a technical support role
• Excellent verbal and written communication skills.
• Strong troubleshooting skills and processes for problem resolution.
• Strong logical thinking, problem solving and crisis management.
• 1-2 years experience with Linux a plus.
• Experience with SQL-based RDBMS, XML, JavaScript and shell scripting a plus.
• Experience in a healthcare environment (IT, Pharmacy or nursing) a plus.

 

WORK ENVIRONMENT

Location:    San Diego, CA
Travel:        Minimal
Hours:        40 hrs/wk. (shift rotation for 24-7 support)
Salary:        DOE

 

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