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    Technical Support Specialist - Cleveland, United States - The ScottCare Corporation

    The ScottCare Corporation
    The ScottCare Corporation Cleveland, United States

    2 weeks ago

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    Description

    **Technical Support Specialist**

    - Service

    Cleveland, OH, USA

    $40,000 - $50,000* Annually based on experience and qualification

    Salary

    Full Time

    *Medical, Dental, Vision, 401K Match*, PTO, Paid Sick Time, STD, Tuition Reimbursement*

    The ScottCare Corporation is looking for a Technical Support Specialist to add to our growing team ScottCare is a leader in non-invasive cardiology diagnosis, rehabilitation and therapy. Since 1989, ScottCare has manufactured high quality telemetry and remote monitoring medical devices for hospitals and physician practices. ScottCare offers the most versatile and powerful systems on the market in addition to providing industry-recognized levels of service to support client's evolving needs. We are the market leader in cardiac rehabilitation telemetry and provide the industry's only single-platform solution for cardiovascular diagnostic monitoring and cardiac rhythm device management. Based in Cleveland, Ohio, ScottCare is a division of the Scott Fetzer Company (a wholly owned subsidiary of Berkshire Hathaway).

    **BASIC PURPOSE/SCOPE**

    The Technical Support Specialist assists our customers with phone and web based technical support and troubleshooting for PC related hardware and software issues. They are the subject matter expert concerning ScottCare products and software and are able to offer technical and operational guidance as required.

    **ESSENTIAL DUTIES AND RESPONSIBILITIES**

    Daily interaction and communication with ScottCare customers, which will include physicians, other clinic or hospital personnel, IT personnel, any other possible end users of our products and services.

    Applies knowledge of computer software, hardware, and procedures to solve problems. Identifying, researching, and resolving technical problems with ScottCare products and software in a timely manner.

    Consults with users to determine steps and procedures taken to identify and resolve the problem.

    Guides users through diagnostic and troubleshooting processes, which may include use of diagnostic tools and software and/or following verbal instructions.

    Responding to telephone calls, e-mail, and personnel requests for technical support.

    Providing phone or web based support and be proficient in multitasking e.g. being on the phone with customer and utilizing chat windows.

    Appropriately document and process complaint handling per FDA guidelines.

    Performs any and all tasks within his/her capabilities as may be required to help meet overall corporate objectives and customer service goals.

    Perform other duties as required.

    **DESIRED MINIMUM QUALIFICATIONS**

    ***Education and Experience:***

    Bachelor's degree required; Biomedical Engineering, Exercise Physiology, or Computer Science preferred.

    Exercise Science Experience preferred. Cardiac Rehab product experience preferred.

    ***Necessary Knowledge, Skills and Abilities:***

    Excellent verbal and written communication skills.

    Excellent interpersonal and customer service skills.

    Professional and pleasant telephone manner.

    Ability to explain technical issues to technical and non-technical customers.

    Strong analytical and problem-solving skills.

    Ability to work well within a team in a fast-paced, constantly changing environment, and to follow instructions from supervisors and senior colleagues.

    Knowledge of hardware, software and networking.

    Outstanding customer service skills and a dedication to the customer service experience.

    Dependable to be at work during assigned shifts and to complete work as expected.

    Ability to multitask and meet specific goals set by supervisors and management.

    Able to learn and master customer complaint documentation and CMR's (complaint management record systems e.g. )

    Ability to troubleshoot basic web hosting and technical procedures as needed.

    **PHYSICAL DEMANDS**

    The Technical Support Specialist will be sitting, walking, standing, twisting, bending, squatting, climbing, and kneeling intermittently daily. They will be required to reach or work below shoulder level. The Technical Support Specialist must be able to lift and move up to 15 lbs.

    **WORK ENVIRONMENT**

    Hybrid remote and in office schedule

    Location Info: Location (city, state or zip code) You must select a location. Education status You must select an education status answer. Seeking for You must select a seeking status answer.

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