Software Support Specialist

Software Support Specialist (Full-Time Direct Hire Opportunity)

Location: Onsite in St. Paul, MN Salary: $50,000-$62,000 (VP did say he'd go up to $70,000) Location: St. Paul/Vadnais Heights

Must-haves: the networking aspect of windows/microsoft 11 fleuncy/SQL is huge withing the networking piece/IT programming/installation

Primary Purpose

Troubleshoot and support Interfacing and Networking issues related to Breeze Connect and Ascent Connect as well as the installation of software. Provide technical support and professional service in an enthusiastic and professional manner with focus on Networking, Interfacing, and software related products. Work with the Technical Support and Professional Services teams, whenever necessary, to provide the highest level of customer service and technical support on all products.

Key Responsibilities and Essential Functions

· Maintain accurate records for all customer contacts including Account, Contact, Asset, Opportunities and Case records in the CRM database.

· Provide prompt and courteous responses to customer inquiries, issues, or application questions. Determine when questions/issues should be answered or transferred to technical support for remediation. Take responsibility for satisfaction of the customer through ownership of customer issues through resolution. Ensure proper documentation at all times.

· Follow procedural work instruction and standard operating procedures for the department including but not limited to: Technical Support, HL7 Interface, CRM documentation, Sales Order Entry, RMA entry, HIPAA Security.

· Provide education and documentation to customers that will allow them to use products in an efficient manner.

· Responsible for service and support revenue generation including Referring potential support agreement sales opportunities to UCSA sales team and new system leads to Field Sales Reps, quoting and pursuing software and hardware upgrade sale opportunities, quoting professional services.

· Provide sales technical support, when necessary, which will include general applications questions and/or product demonstrations.

· Provide management with timely written reports on recommendations, progress, and concerns. Become knowledgeable of accounts and alert management to any potential concerns.

· Maintain close communication with professional services, technical support, quality assurance, training, marketing, product management, software engineering, service, and validation staff to successfully support new products and software, and share customer issues.

· Customer Response Center Phone Management: All Implementation Specialists will adhere to department procedures prescribed for ACD line call center support.

· Accept other responsibilities as assigned.

· Complete training as identified by standard operating procedures and procedural work instructions.

· Regular attendance is an essential job function.

· Follow all Company policies and procedures relating to confidential proprietary information (CPI) including but not limited to what is outlined in the Confidentiality and Non-Solicitation Agreement

Job Specifications

· BS in physical sciences, computer science, or equivalent.

· Minimum 2-year degree required.

· Familiarity with cardiorespiratory diagnostic equipment.

· Ability to effectively communicate in English. Excellent written and verbal communication skills and interpersonal skills.

· High computer proficiency and strong organization skills.

· Demonstrate a strong desire to succeed, integrity and a professional demeanor.

Line of Business: Med Device - providing cardiorespiratory health solutions - We develop, manufacture, and market non-invasive diagnostic systems for detecting, classifying and managing cardiorespiratory disease.