Job Offer: Technical Product Support Specialist

Technical Product Support Specialist

Technical Product Support Specialist -Wappingers Falls, NY
May be eligible for hybrid work arrangement and 4 day compressed workweek (35 hours) upon fully onboarded and meeting all expectations



The Company
Laerdal Medical is an international market leader in training and therapy products for emergency medicine and critical care. Our products and services are used by hospitals, ambulance services, first aid organizations, educational institutions and others around the world. We are a dynamic and energetic organization consisting of people from a wide variety of cultures and backgrounds. By 2030, we have a goal of helping save 1.000.000 more lives. Every year.



The Job
We are seeking for a Technical Product Support Specialist (Level 1) to be a key member of Laerdal’s Technical Support/Help Desk Call Center team. The Specialist is responsible in providing support for all Laerdal standard software hardware, and network issues. this job offer provides effective evaluation of end-user needs and, in all cases, uses good judgment and timeliness in responding to issues/resolutions. Resolution will include but not be limited to the following: Identify, research, and resolves technical problems, responds to telephone calls, email and personnel requests for technical support while documenting, tracking, and monitoring the problem to ensure a timely resolution. Fulfill technical training and support needs for Laerdal personnel and customers with telephone help desk activities


this function is eligible for a hybrid/compressed work week option after training period



Key responsibilities include:

»Answer phone calls and emails from customers, internal and external

»Create and maintain service tickets for all customer interactions, through to closure

»Collaborate and discuss solutions internally and outside the department to coordinate most effective solution.

»SW and HW testing as required

»Customer feedback reporting and escalation

»Providing good customer service to all

»Identify emerging technical issues; collect information, test and confirm, escalate as needed, provide team(s) work around or solution.

»MUST be able to work shifts that may range from 8-4, 9-5, 10am-6pm, 11am-7pm, or 12pm-8pm Monday through Friday and occasional Saturdays form 10am-6pm



CANDIDATE REQUIREMENTS

»An excellent communicator on all levels, you see solutions instead of problems. You thrive in an environment where multi-tasking is the norm and bring an element of organization to all that you do.


Minimum General Requirements:

»Diagnostic and analytical expertise

»Electro-Mechanical knowledge

»Strong computer literacy expertise with an emphasis on software knowledge, installations and use. Microsoft applications, Data Base applications, Internet and internet protocols

»Strong analytical capability to diagnose issue(s) and provide solution(s)

» capability to multitask - Sense of urgency; maintain a positive attitude

»Excellent telephone presence

» capability to be proactive and able to take direction and establish ownership of projects.

» knowledge of networking and basic IP configurations

»Innovative thinker, to provide work around solutions to vast array of issues

»Excellent verbal and written communication expertise

»Strong customer focus; service-oriented attitude



ADDITIONAL INFO
What are we looking for?

»Profile: A tech-savvy problem solver who can multitask to repair a variety of services and equipment. Technical Product Support Representatives use patience, effective communication expertise, and their knowledge to uncover customer needs, answer questions, provide resolutions to problems and leave a positive impression on customer interactions.
Essential Qualifications, Knowledge, expertise & Abilities:

» capability to work within a CRM tool to answer/track/escalate customer issues.

»Mature judgment and the capability to relate well with other people.

»Must have excellent verbal and written communication expertise including good grammar and a well modulated speaking voice.

»Able to provide clear and easily understood instructions over the phone and/or in writing.

»Strong customer service expertise coupled with a working knowledge of Operating systems, computer hardware, etc.

»Basic working knowledge of networking, routers and hubs along with wireless network configuration.

»Able to operate computer systems / CRT as needed.

» capability to type and operate standard office machines and computers.

»Must be punctual and able to maintain good attendance.

»Knowledge of Microsoft Windows and Microsoft Office (Works/Word, Outlook, Excel).

» capability to work well in a high stress and volume environment

»Prior technical and professional knowledge to deal with more complicated problems requiring some independent thinking



Physical Abilities:

»Able to work in an office environment.

»Able to sit for long periods of time at a computer terminal.



Working Environment:

» capability to work required days and hours (attendance is key)

» capability to work flexible hours including evenings, weekends, and overtime as required. (Minimal)

»May require work in the house during emergency situations.

»Casual environment

»Team oriented