Customer Support Specialist - Waltham, United States - firstPRO, Inc

firstPRO, Inc Waltham, United States

Found in: Appcast US C2 - 6 hours ago

Description

Our client is hiring an Installation and Support Specialist I/II to provide telephone and remote access support to existing customers. You will triage, troubleshoot, and resolve customer reported issues as well as documenting, from initial receipt through final resolution including any required follow up in the appropriate logs, reports, and programs.

You will also be responsible for initial contact, coordination, remote installation, and training for new accounts as well as assist in the procurement of requisite hardware, obtaining remote access to the customer site, installation and instructing the customer in its use and configuration.

More specific responsibilities will include:

Provide telephone and remote access support for customers.
Provide escalated phone support to our personnel.
Manage all assigned installations at customer facilities; coordinate with Customer IT Dept. to ensure network availability and readiness.
Provide training in the setup and connection of products.
Provide customer assistance with networking and connectivity support, when necessary.
Provide remote network communication validation.
Assist Implementation Managers with post implementation transition to live connectivity support.
Coordinate and install software upgrades.
Update and manage Customer Status Report.
Input and maintain all applicable application documentation and maintain project tracking system.
Other tasks as required and directed by management.

Qualifications:

The ideal candidate will have a BS in a technical discipline, or equivalent work experience.
Minimum of 1 to 3 years' experience within medical and/or hospital IT department.
Windows 10/11, Server /2016/2019/2022 experience.
Experience utilizing remote access (Cisco VPN, Citrix, Securelink, and others) services.
A working knowledge and understanding of Web Interfaces, Relational Databases.
A solid understanding of TCP/IP and wireless networking.
Bedside Glucose testing and/or Point of Care experience involving data management is preferred.
Optional on-call rotation available
Work hours – 9:30 – 6:30

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