Vacancy expired!
Technical Customer Support Tier 2 Remote Company based out in Sunnyvale, CA
Kelly Technology is currently recruiting for a Technical Customer Support (Tier 2 connectivity) to provide remote support for customers regarding HL7 and LIS system issues.ESSENTIAL JOB RESPONSIBILITIES:- Managing and monitoring all installed systems and infrastructure
- Installing, configuring, testing, and maintaining Windows operating systems, application software
- Assist customers to configure systems and connect them to hospital networks and Laboratory Information Systems
- Troubleshoot and resolve network connection issues and applying a deep understanding of security guidelines, Windows network, and operating systems
- Conduct analysis of POCT01, ASTM, and HL7 data messages to troubleshoot and resolve data transmission issues
- Document inquiries, complaints, and resulting investigations in the complaint management system
- Adhere to Quality Management System procedures
- Maintain product knowledge and support continuous improvement efforts
- Contribute to quality compliance through accurate and concise case documentation
- Represent Technical Support on projects and operational teams, communicating findings back to Technical Support
- Complete all assigned and required training satisfactorily and on time
- Performs additional tasks as assigned by the Technical Support Manager or Supervisor
- Education and Experience:
- Bachelor's degree (or equivalent) in biomedical engineering / IT with two or more years of relevant experience in clinical laboratory instrumentation/software/systems or in Technical Support
- Master's degree with 0-2 Years related work experience
- Work experience or certification in one or more of the following in the following is a plus:Network and System Administration
- Microsoft Windows server/desktop PC support
- Information security and IT risk assessment
- CompTIA A+, Network+, Security+, MCSA
- Experience using and/or troubleshooting one or more of the following preferred:Laboratory analytical diagnostic equipment, medical devices, and software
- IT and computer networking/communication protocols
- MS Windows Operating systems and databases (MS SQL)
- Laboratory Information Systems (LIS)
- PCR and Microbiology, Molecular Biology Oncology or Virology
- Patient sample preparation and collection workflow
- Working knowledge in ASTM, HL7, POCT01, or an equivalent communication protocol is desired
- Ability to read and decipher system logs
- Experienced in supporting laboratory analytical diagnostic equipment or medical devices is desired
- Fluent English (written and oral) is required (additional languages would be an advantage French, Italian, German, Russian, Spanish, Portuguese)
- Customer-oriented, understands customer expectations and empathizes with customer & patient needs
- Knowledge and use of commercial computer application packages (MS Office)
- Familiarity with SalesForce.com (or, similar CRM System) a plus
- Able to follow complex procedures and processes
- Excellent written and verbal communication skills
- Curious & self-motivated with the ability to learn a complex technology platform quickly
- Proactively analyzes complex problems, draw conclusions and propose precise action plans
- Builds collaborative work relationships with different teams, including Field Service, Sales, Marketing and Quality
- Thrives in a dynamic and fast-paced environment
Vacancy expired!