Customer Support Specialist

Our great client in the mobile, software healthcare application industry is looking for a Technical Customer Support Guru, with excellent verbal and written communication skills.

The Customer Support Specialist’s first responsibility is to solve the customer’s problem while at the same time make them feel good about the experience and solution. These problems consist of troubleshooting mobile devices with Bluetooth connected personal health equipment. This role will also perform desktop support and technical troubleshooting of all types. In addition, the role will also assist in testing hardware and software, installation of software, logistics of the product, and various other customer and technical related tasks.

Primary daily activities will involve:

  • Answer incoming support calls and emails from customers, partners, and staff
  • Make outgoing calls to customers, partners, and staff to solve problems
  • Respond promptly to customer support inquires that come from the support email box
  • Document all cases (support emails/calls) using Desk or other tools
  • Handle evening and weekend support calls when scheduled
  • Assist staff in solving technical problems
  • Experience with troubleshooting the following is highly preferred, with emphasis being placed on Mobile Device client support experience:
    • Mobile Devices
    • Android Operating Systems
    • Windows Desktop Operating Systems
    • Wireless Networking
    • Various Bluetooth enabled personal health devices
    •  
  • Used Mobile Device Management System for tracking and troubleshooting
  • Used Machine to Machine Data Management Solutions for managing SIMS
  • Documented support cases using Desk CRM
  • Proficient in all Microsoft Office applications (Outlook, Excel, Word)
  • Two years related experience in technical customer support
  • Excellent verbal and written communication skills
  • Excellent analytical, problem solving and organizational skills

Preferred Experience

  • College degree (Associates or BA) highly preferred
  • Bi-Lingual in English and Spanish
  • 1 – 4 years external customer support experience
  • Used Desk CRM, Soti MobiControl, Jasper Solutions (ATT Control Center), Verizon Machine to Machine Management, Office 365, Exchange Online, Synology File Servers

 

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