Technical Support Specialist I Vocollect
THIS JOB HAS EXPIRED Shift: 1st Shift
Status (FT/PT): Full Time - Regular
Job Description: We are seeking a Technical Support Specialist I for our Pittsburgh, PA location.
Vocollect Healthcare Systems? AccuNurse voice-assisted care enables long-term care communities to deliver individualized, quality care, gain financial advantages through improved reimbursements, comply with federal and state regulations, and work smarter through streamlined, efficient workflows.
Vocollect Healthcare Systems is a subsidiary of Vocollect, a business unit of Intermec, the number one developer and manufacturer of voice solutions for mobile workers worldwide, helping customers achieve a higher level of business performance through voice. Every day, Vocollect and its partners enable over 400,000 workers worldwide to distribute more than $4 billion dollars' worth of goods.
The Technical Support Specialist I position is responsible for providing technical support via phone, email, web for VHS customers. This will be a hands-on position in our Customer Support Center (CSC), supplemented by regular on-site technical support and product coaching assistance, interfacing directly with customers and internal technical and clinical team members. In addition to handling customer technical inquires, this position will also proactively report on technical issue status as part of regularly scheduled Pulse Check conference calls with customers. The TSS1 will also perform regular software upgrades using remote diagnostic tools for the AccuNurse platform..
?Participation in the Customer Support Center call rotation and leadership with all facets of VHS Technical Support including identification of customer issues and proactive resolution
?Completion of customer software upgrades including pre-upgrade / post-upgrade customer communication and utilization of the AccuNurse support tools for both server and mobile device firmware / software upgrades.
?Ownership of more complex, Tier 1 technical issues and customer communication within defined response time goals from initial contact to final resolution
?Facilitation and technical issue leadership on scheduled customer conference calls as assigned, including generation and distribution of customer performance metrics on a weekly / bi-weekly basis.
?Mentoring and issue resolution for lower-level, routine technical issues escalated from the Customer Support Associate team.
?Provide full documentation of all support activity and customer communication in the VHS Customer Relationship Management tool
?Escalation of technical issues and / or clinical questions as necessary within the Support team, the Tier 3 Engineering team, or the Clinical Solutions team
?Participate in a rotating on-call list in order to provide 24x7 support coverage.
Education: College Degree or equivalent work experience
Four years of hands-on technical experience where knowledge of networking fundamentals (e.g. TCP/IP, FTP, DHCP, Telnet, routing, and client/server computing) was demonstrated. Technical experience in a call center environment and / or in a heathcare technology capacity preferred.
?Excellent verbal communication skills both in person and via telephone
?Excellent creative and technical/explanatory writing skills are required
?Strong understanding and knowledge of use of service request and bug tracking systems.
?Beginning to intermediate knowledge of operating systems (e.g. Microsoft Windows, Solaris, CentOS)
?Beginning to intermediate knowledge of programming or scripting languages.
?Proven ability to manage technical issues and to prioritize workloads in a constantly changing work environment.
?Proven ability to deliver outstanding customer oriented results in a high pressure, time sensitive environment
Travel Requirement: 10%
||703 Rodi Road |
Pittsburgh, PA 15235
THIS JOB HAS EXPIRED