Compumedics Technical Support Analyst – USA

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Responsible for providing 1st Tier Global Call Center Support: Providing in-depth 24-hour Phone support of products by Compumedics, Inc.  Performing remote session problem solving and remote software installations. Provide technical support for hardware and software issues across various platforms. Troubleshoot and resolve issues related to IT infrastructure, ensuring minimal downtime for clients.

• Problem Resolution: Identify and address customers’ concerns, complaints, or issues in a professional and empathetic manner. Investigate problems thoroughly and take necessary steps to resolve them, ensuring a positive customer experience.

• Product Knowledge: Develop a deep understanding of Compumedics Product line and Services.

• Communication: Communicate effectively with customers to gather necessary information, explain processes, and set clear expectations for issue resolution and follow-up. Strong verbal communication skills with a customer-centric approach to handle interactions professionally and courteously.

• Documentation: Document all customer support interactions. RMA returns and inquiries in the Compumedics call center’s CRM database.

• Continuous Improvement: Stay updated on industry trends, banking regulations, and internal processes to enhance job knowledge and deliver outstanding service.

• Performance Metrics: Meet and exceed individual and team-based performance KPI targets, including call handling time, customer satisfaction, and first-call resolution rates.
  • Configuring Custom Reports using MSWORD and Compumedics Configurations
  • Taking ownership of technical issues, and working with our Escalation group to resolve more advanced issues when necessary

• Temperament Suitable: for direct interaction with the users under what can be demanding conditions.  This includes friendly, considerable patience, a high toleration for frustration, and the flexibility to switch attention quickly from one task to another.

• Strong multitasking skills to manage simultaneous calls, inquiries, and tasks effectively.

• Perform Global shift work in a rotation Shifts in a Global Service Online IN/OUT Board: Willingness to work flexible hours, including evenings, weekends, and holidays.
  • • 1st Shift
    • 2nd Shift
    • 3rd Shift
    • Weekends

• Required 24-hour weekend On-Call Phone Support on a rotating basis throughout the year.

Comprehensive Benefits Include:

• Health Insurance
• Dental Insurance
• Vision Insurance
• Life Insurance
• Disability Insurance
• Eligible to participate in the 401(k) Non-matching plan
• Paid Time Off (PTO)

• Required 2-Year College Diploma or Equivalent work experience in computer science or networking related areas such as IT: Prefer: Bachelor’s degree in computer science or engineering
• Microsoft Certifications: CompTIA A+, CompTIA Networking+, Server+, Security+, Cyber Security+ Certification. Preferred or Working.

EXPERIENCE REQUIREMENT:

• 3+ years 24×7 environment providing Technical Phone and Customer service experience with troubleshooting and resolving Technical Issues.

• 3+ years Strong proficiency in software and infrastructure troubleshooting and testing

• 3+ years working knowledge of Microsoft Operating Systems: Windows Desktop OS Platforms, MS Office Products, and General Desktop Support Issue

• Fundamental understanding of Networking, IP addressing, DNS, DHCP, Security Wi-Fi networks, and Microsoft Operating systems.

• Intermediate understanding of Microsoft Office products; Outlook, Excel and PowerPoint and Word are required.

Please quote the Job Reference code: TSAUSA1 when applying for this position.

Compumedics, USA is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, creed, religion, color, national origin, sex, age, disability, genetics, marital status, sexual orientation, gender identity, protected veteran status or citizenship status.