Help DeskTechnical Support Engineer

Roles & Responsibilities

These data migration/installation activities include the following:

• Coordination of preinstall activities (scheduling installs reviewing Preinstallation checklists completing Preinstallation readiness checks with customers etc.)
• Remote configuration of software according to customer specifications.
• Post install support within the product support call center.

Additionally the role will assist customers with maximizing the utility of Care Orchestrator software by appropriately configuring the software and training endusers to meet individual customer needs. This position will also work closely with the software engineering team to resolve escalated customer issues and to determine requirements for future releases as well as assist with testing future releases prior to launch.

• Research record and provide appropriate feedback and solutions to customers with regard to product complaints and events associated with the software application.
• Inform Product Managers on customer issues related to software utilization and software design.
• Must maintain technical expertise with both Respironics sleep therapy products and their usage as well as general networking and PC skills.

BEHAVIORS: The successful candidate will demonstrate:

• Conflict Management Timely Decision Making Process and Time Management Skills.
• Market foresight learning agility and teaming
• Ability to deal with multiple tasks and conflicting priorities
• An action/problem solving orientation including independent thought process and independent learning
• Maintain software and computer technical expertise
• Outstanding Interpersonal and communication skills
• Ability to work within a team environment

GROWTH: The successful candidate will:

• Define with their manager goals for personal and professional development
• Take accountability to execute their personal development plan to grow within current role and to prepare for future roles

Minimum Qualifications

EDUCATION:

• Minimum of an Associates degree Bachelors degree preferred. I.T. related degrees preferred but will accept other majors with relevant I.T. experience.

EXPERIENCE:

• A minimum of 3 years of appropriate IT related customer service. Experience in the medical device industry highly desired.
• Professional phone skills and Customer Service Skills highly desired.
• Experience with use of software including Microsoft Office Word Excel and SAP required.
• Must possess a good understanding of computer functionality and experience with software/hardware troubleshooting.
• A demonstrated understanding of computer networks and database structure is also required to perform the role.
• Knowledge of Windows XP Vista 7 and 8 Operating systems required.
• Knowledge of Android and iOS mobile operating systems highly desired.
• Knowledge of SQL Server preferred.