Technical Support Specialist

Company: eTeam Inc.
Location: Deerfield
Posted on: March 18, 2023

Job Description:

Title: Technical Support Specialist
Duration: 6+ Months extendable
Location: Remote
Travel: 0-15%
Pay Rate Range: $16.00-$20.00 on W2

Summary: The Technical Support Specialist provides customers with technical support for software and
hardware product issues in a remote call center environment. This position effectively analyzes reported
issues, follows detailed troubleshooting guidelines, and work instructions to assess root cause and
identify solutions to resolve issues in a timely and efficient manner. Technical Support Specialists enjoy
helping others, working independently as part of a greater team, applying attention to detail, and using
critical thinking skills to provide customer focused solutions.

The Essential Roles and Responsibilities of the Role are:
--- Provides level 1 support to customers via phone, chat, and/or email for Client's products and
system peripherals focusing on customer satisfaction, quality, and efficiency to resolve customer
issues.
--- Instructs customers on how to use hardware and software applications.
--- Records and documents all customer interactions properly in accordance with defined
procedures, ensuring accuracy in reporting.
--- Interfaces and interacts effectively with Client employees and customers, including pharmacy
personnel and IT professionals.
--- Engages additional departments and escalates issues to appropriate personnel and/or
departments.
--- Regularly uses mobile devices such as cell phone, laptop and tablet to communicate with
customers, update work orders, complete checklists or call scripts, access portals and training,
diagnose problems, and maintain schedule of activities.
--- Maintains product knowledge through continuous training and uses the latest troubleshooting
methods, SOPs, training manuals, and other reference materials.
--- Maintains compliance with laws protecting data privacy including HIPAA and GDPR.
--- Adheres to all environmental, health and safety SOP's, equipment, policies, and procedures,
including any department specific requirements.
--- Performs other duties as assigned.
Required Qualifications
--- Proactive and results-oriented who can work independently and as part of a team to effectively
manage assignments and support customer queues.
--- Must have proven ability to exercise independent judgment and draw accurate conclusions in
order to effectively troubleshot technical issues based on available information.
--- Must have excellent verbal and written communication skills.
--- Good interpersonal skills with the ability to react quickly, accurately, and remain calm under
pressure.
--- Ability to give full attention to what other people are saying, taking time to understand the
points being made, ask questions as appropriate, and not interrupt at inappropriate times.
--- Ability to understand the importance of details and convey the meaning to others.
--- Ability to follow steps, actions, or instructions in a certain order or pattern according to a
specific rule or set of rules (e.g. login instructions, navigation, database connections).
--- Highly proficient and comfortable navigating and using computers and computer-based systems.
--- General knowledge of computer hardware and software, including applications and peripheral
devices such as printers, and scanners.
--- Required to maintain reliable internet connection to effectively support business systems.
--- Ability to sit and look at a computer and/or mobile devices for long periods of time.
--- Required to work evenings, weekends, holidays, as well as "on-call" on a rotational basis
--- May require expertise in electro-mechanical problem solving and reading electrical and
pneumatic diagrams as well as knowledge of microprocessors, programmable controllers,
electronics, circuit analysis, mechanics, sensor or feedback systems
Experiences and Education
Education or Formal Training:
--- High School diploma or GED required
--- College degree in computer information systems or related field preferred
--- Technical certifications are a plus
Experience:
Required
--- 1- 2 years related experience providing technical support
--- Experience using mobile devices such as cell phone, laptop and tablet to perform work activities
Preferred
--- Previous call center experience is highly preferred
--- Experience contributing and accessing information from a Knowledge Management system
--- Experience supporting web-based and client-server database applications
--- Experience installing and/or supporting Microsoft Windows servers and networks
--- Experience installing and/or troubleshooting computer hardware and software, including
applications and peripheral devices such as printers, scanners, scales, infusion pumps and other
devices
--- Medical device industry background

Keywords: eTeam Inc., Arlington Heights , Technical Support Specialist, IT / Software / Systems , Deerfield, Illinois