Job Summary:
The Product Technical Support Specialist troubleshoots technical issues, provides timely customer feedback, and supports the testing of new applications, among other duties. Moreover, technical support specialists need to interact with cross functional teams (L2 customer service team, product development, quality), as well as create written documentation, requiring excellent written and verbal communication. Analyzes test results to ensure existing functionality and recommends corrective action. Consults with software development engineers in resolution of problems.
Duties and Responsibilities include, but are not limited to:
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Detect, isolate, document, rapidly report and resolve system outages or problems encountered during operations.
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Accurately document problems in logging and discrepancy reporting tools.
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Respond to issues regarding Embedded, Mobile Medical Application and Cloud Application software problems, correcting or ensuring that problems are escalated when required.
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Manage investigational tasks for returned product.
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Identifying hardware and software solutions.
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Troubleshooting technical issues.
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Speaking to customer service team/customers to quickly get to the root of their problem.
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Managing multiple cases at one time.
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Testing and evaluating new software releases.
Knowledge, Skills, Abilities and Requirements:
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BS degree in Engineering (Electrical, Mechanical, Software or Biomedical), Computer Science, Physics, or other relevant technical discipline or equivalent.
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3+ years of product support experience within a technology context.
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Experience with technical/customer support software tools/databases.
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Experience working in a Medical Device regulated environment.
