Direct message the job poster from Apex Systems
One of two shifts will be required, 22:00-06:00 GMT and 06:00-14:00 GMT (shifts will not change for DST). The shifts will be either Sunday-Thursday or Tuesday-Saturday. Candidate should be available to work any of the four shifts.
Job Overview:
The Customer Support Engineering Specialist is responsible for resolving product, configuration, and application issues/questions for our client's solution products. Provide support to customers experiencing application workflow/clinical issues displaying an in-depth client workflow or clinical knowledge and/or technical difficulties displaying in-depth technical knowledge of the technology in the Software Products. Working knowledge of operating system (for example file transfer, etc.). Work in a team, mentor others and be responsible for achieving defined goals. Requires the ability to communicate effectively with customers and coworkers regarding application/technical issues. Follows procedures for reporting application bugs and updating.
In this role, you will:
1. Respond to customer requests via phone, portal and email.
2. Research and troubleshoot issues involving all aspects of the client's solutions, including but not limited to user interface, network and communication connectivity and performance, Cloud and on-premise component interoperability, data collection/storage, visualization, analytics, machine monitoring software and associated control systems, and hardware infrastructure.
3. Troubleshoot and identify product problems for presentation to engineering or Cloud infrastructure teams for resolution or disseminates appropriate information necessary to correct configuration issues.
4. Adhere to all processes and methodology for Knowledge Centered Support. Create knowledge content for the Knowledge base.
5. Uses troubleshooting techniques and programming skills to analyze and resolve customer issues as assigned in compliance with the standard turn-around time or project milestones.
6. Understands and follows departmental standards.
7. Acts as a technical resource to other members of the department and customers.
8. Analyzes and resolves most software issues with minimum assistance.
9. Has in-depth knowledge of at least 1 major product. Supports multiple products or suites, while maintaining a high level of quality. Has a concentration in/familiarity with other applications to develop integration expertise.
10. May write or contribute user/technical documentation and case notes.
11. May be required to work overtime, on-call, weekends, and holidays.
12. Identify and report any personal quality or compliance concerns immediately to the Quality Organization, ensure timely dispatch closure.
13. Participate in continuous improvement activities by identifying and appropriately escalating process and product quality gaps.
14. Flexibility to provide onsite support, as needed.
15. Provides customer support in 24x7 environment.
16. Be willing to work non-standard shifts on a regular basis.
Basic Qualifications:
* Bachelor’s Degree or Associates and 1 year of progressive experience within technical service role or equivalent (defined as High School Diploma/GED and 4 years progressive experience within technical service role: software, hardware, networks databases, and/or desktops).
Eligibility Requirements:
* Good command of the English language.
* Good English writing skills.
Desired Characteristics:
* Ability to work independently with minimum direction.
* Effective communication skills. Demonstrated ability to effectively interface with cross-functional teams.
Shift Requirements:
One of two shifts will be required, 22:00-06:00 GMT and 06:00-14:00 GMT (shifts will not change for DST). The shifts will be either Sunday-Thursday or Tuesday-Saturday. Candidate should be available to work any of the four shifts.
Seniority level
Mid-Senior level
Employment type
Contract
Job function
IT Services and IT Consulting and Airlines and Aviation
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