Technical Services Representative

PeriGen is a leading innovator in perinatal software solutions. Our team of visionary clinicians and software developers use artificial intelligence to harness complicated data for a simple mission – protecting moms and babies. The company is headquartered in Cary, NC, with offices in Montreal and Tel Aviv.

We are looking for an individual who can provide product technical support for our client hospitals. This role will be located in our US headquarters office in Cary, NC.

In this role, you will:

• Provide efficient and effective technical support to internal and external customers via phone, email, web inquiry and other contact channels as presented.
• Implement standard call greetings, workflow, follow-up commitments, call closing and follow-up execution in accordance with established best practices.
• Assess problem severity and document all customer interactions, troubleshooting details and service activities thoroughly and accurately within the customer relationship management (CRM) system following PeriGen QMS guidelines.
• Deliver timely resolution of technical & non-technical issues by applying product knowledge, analytical skills, communication techniques, escalation resources, and available tools, keeping customers continuously informed of issue status.
• Escalate technical issues properly and in a timely manner to facilitate rapid resolution.
• Schedule and perform remote upgrades and services, managing these efforts to ensure accurate, efficient, and successful outcomes. Complete all required documentation associated with the changes including DHR records, where applicable, and updating CRM.
• Develop broad product expertise and stay current on feature and patch evolution through consistent study of available documentation and routine training activities.
• Serve in 24x7 technical support on-call rotations.
• Achieve individual and team metrics, and technical support key performance indicators.
• Maintain a positive and professional relationship with employees, clients, and all community and business contacts.
• Communicate in a clear and concise manner. Ability to collaborate with others.
• Utilize time management and problem-solving skills to efficiently perform job duties.
• Maintain an acceptable and professional personal appearance.
• Maintain confidentiality of private business matters and HIPAA-protected information.
• Complete other duties as assigned, to meet ongoing needs of the company.
• Travel is expected approximately 25% of the time.

We’re looking for a collaborative professional with:

• Associate’s Degree in an IT, computer, technical related field of study, or;
• A combination of two years’ previous experience in a technical support role providing onsite/remote service to end user clients.
• Hospital/healthcare experience and/or experience working in an FDA regulated environment is a plus.
• Microsoft certification(s) or other advanced technical certifications desirable.

Skills, Knowledge and Abilities:

• Ability to work independently within a team environment, effectively multitask to meet deadlines and manage competing priorities.
• Exhibit good interpersonal and diplomacy skills.
• Excellent oral and written communication skills.
• Excellent computer skills and experience with remote services, MS Office, Visio, etc.
• Foundational Knowledge in several of the following areas:
• HL7 interfacing protocol (preferably Rhapsody)
• Virtual and Citrix environments
• SQL query language, MS SQL server
• MS Server & Windows operating systems
• Network monitoring and using network analysis tools for MS Windows/Server including Active Directory

BENEFITS

• Competitive medical/dental/vision insurance plans
• HSA and HRA savings accounts with company contribution
• 401(k) with 5% company match
• Employer-paid basic life, short-term disability, and long-term disability
• Competitive PTO accrual