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Provide critical end-user technical support for client products via phone, email, chat, and remote assist sessions (LogMeIn Rescue 123, Cisco WebEx, and MS Teams)
Identify part numbers/pricing for internal/external customers
Troubleshoot, document, and resolve any reported issue tied to client products, escalating to Tier II support when necessary
Follow-up with customers to ensure their issue has been resolved
Maintain a good rapport with internal and external customers
Document customer complaints within client's incident management application so high impacting customer issues can be trended and acted upon
Troubleshoot basic to moderate complexity of Windows operating systems and network communication issues
Troubleshoot EMR connectivity issues related to the client's software and device integrations
Other duties as assigned
Assists training new hires
Support the Implementation Team/Tier 2 to install, configure, and validate the client's software solutions
Requirements
Bachelor's degree in Information Technology, Computer Science, Healthcare Informatics, or a related field preferred
At least 1–2 years of experience in technical support, help desk, IT support, or a related customer-facing technical role
Strong knowledge of Windows operating systems and basic network troubleshooting
Experience supporting software applications, hardware devices, or healthcare technology solutions is an advantage
Familiarity with Electronic Medical Records (EMR/EHR) systems and healthcare software integrations is preferred
Experience using remote support tools such as Microsoft Teams, Cisco WebEx, LogMeIn Rescue, or similar platforms
Excellent problem-solving, analytical, and troubleshooting skills
Strong verbal and written communication skills with the ability to explain technical concepts to non-technical users
Ability to document incidents accurately and maintain detailed support records
Strong customer service orientation and ability to build positive relationships with internal and external customers
Ability to work independently, manage multiple priorities, and escalate issues appropriately
Experience assisting with software implementation, system configuration, or user training is a plus