Customer Support Specialist - Remote (Entry Level)

Position : Customer Support Specialist – Remote (Entry Level)Location : San Diego, CADuration : 12 MonthsTotal Hours/week : 40.001st ShiftClient: Medical Device CompanyJob Category: Sales SupportLevel Of Experience: Entry LevelEmployment Type: Contract on W2 (Need US Citizens or GC Holders Only)Work hours: 8a-5p Pacific M-FWe have these 3 must haves listed:1-5 years technical/customer support experience, Ability to review application and OS logs, Excellent customer service skills (written and verbal) a mustJob Description:This is an entry-level position requiring 1-5 years technical/customer support experience with the opportunity for accelerated growth.As a Customer Support Specialist, you will be the first voice the client will hear and the first level of support.Your responsibility will be to accept inbound calls from doctors, nurses, pharmacies, and other healthcare entities; obtain the necessary information, attempt to resolve the incident, or escalate if necessary.You will delegate pending call-backs to the appropriate Customer Support Specialist tiers.Documentation of the client's name, concerns/complaints, facility, and phone number is paramount before escalating tickets.Essential/critical functions:Follow necessary Customer Support protocolsInteract with customers in a professional and enthusiastic manner via verbal and written communicationPromptly answer support calls, document, and transfer with a high level of urgencyAccurately document client interaction in a professional mannerWork well with people from different disciplines with varying degrees of technical experience while maintaining a positive attitudeOrganize caseload, troubleshoot assigned queue of cases, and identify those that need escalation in a high-pressure environmentResolve open tickets and communicate resolution to the client to confirm satisfactionUse internal support applications to communicate professionally, effectively, and timely with the internal team and customersSupport the field implementation team to successfully complete installationsCoordinate and execute the shipment of parts and supplies to customersSkills and Attributes:Technical:Databases SQL Server (SQL 2008/2012)Must be able to write queries and analyze SQL data (i.e. Select and Join statements) within complex database structures.SSIS (SQL Job) exposure/experienceSQL Reporting ServicesOS knowledgeServer 2008 /Server 2012/ Windows 7Windows ServicesIIS and Web ApplicationsRunning Performance CountersBasic Understanding of Group PoliciesSecurity PermissionsNetworking topologyDNSDHCPLAN/WANTelnetPorts (Networking/OS)Understanding of XML languageAbility to review application and OS logsActive Directory experience or exposureVMware experience or exposure (1+ years)Soft SkillsExcellent written and verbal communication skills with the ability to clearly articulate solutions to complex technical problemsExcellent time management and multitasking skills Strong personal commitment to quality, customer service and patient safetyAbility to understand and communicate complex technical systems to a non-technical audience Works well in a team environmentProven ability to maintain a professional demeanor when handling complex user issues and high-pressure situationsOther skills:Excellent customer service skills (written and verbal) a mustExceptional attention to detailExcellent organizational skillsAbility to work in a fast-paced environmentExceptional ability to interact with customers in a professional and friendly manner, especially in high-stress situationsAbility to effectively listen, empathize and reassure clients their issues will be resolvedAbility to independently research, troubleshoot, and probe technical hardware and software issuesAbility to work in a team environmentAbility to work in a remote, home office-based environmentExperience using a computer in a work settingStrong work ethic and initiativeEducation/Licenses/Certifications Required:No degree required