Software Support Specialist MGC

Job Description

Job Description

Summary/Objective

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.

Essential Functions

Reasonable accommodations may be made to enable individuals with disabilities to perform the 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 MGC Diagnostics 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 and pursuing software option sales, and 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 propriety information (CPI) including but not limited to what is outlined in the Confidentiality and Non-Solicitation Agreement.

Competencies/Success Factors

• Clerical/Technology Skills
• Learning/Growth Ability
• Time Management
• Autonomy/Self-Direction
• Interpersonal Communication
• Customer Focus
• Decision-Making

Supervisory Responsibility

This position has no supervisory responsibilities

Work Environment

• Will be required to regularly sit for extended periods of time; use hands and fingers, handle or feel objects, talk, hear, and see. Occasionally lift and/or move up to 50 pounds, stand, walk, climb, balance, stoop, kneel, crouch, or reach with hands and arms. Ability to maneuver demo equipment. The environment is fast-paced; time pressured and requires accuracy. Will be required to regularly multi-task between projects, move throughout the office building and effectively communicate. The normal environment is quiet and typical of an open office setting with some areas that may be louder at times; along with time spent on the production floor, where the environment can be louder due to equipment running.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

• Will be required to regularly sit for extended periods of time; use hands and fingers, handle or feel objects, talk, hear, and see. Occasionally lift and/or move up to 50 pounds, stand, walk, climb, balance, stoop, kneel, crouch, or reach with hands and arms. Ability to maneuver demo equipment. The environment is fast-paced; time pressured and requires accuracy. Will be required to regularly multi-task between projects, move throughout the office building and effectively communicate. The normal environment is quiet and typical of an open office setting with some areas that may be louder at times; along with time spent on the production floor, where the environment can be louder due to equipment running.
• 85% telecommunications.

Travel

Very limited travel < than 5%

Required Education and Experience

• Minimum 2-year degree required.

Preferred Education and Experience

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

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

MGC Diagnostics is committed to providing equal employment opportunity without regard to race, color, religion, sex, sexual orientation, gender identity, genetic information, national origin, age, disability, veteran status, or membership in any other class protected by federal, state, or local law.