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You will work as a Technical Support Representative for a medical company. Your responsibilities include fielding Tier 1 & 2 technical support calls and building a service desk from the ground up.
You'll start out as the sole support representative, handling all the incoming calls. Most issues will be software related, so a capability to analyze code and track bugs is a plus, but not required.
This job revolves around having an in-depth understanding of all software applications and the various hardware constellations in use (the necessary documentation and training will be provided).
Coordinates customer requests for Tier 1 & 2 technical support, working through to conclusion.
Documents all support tickets in Salesforce.com, including root cause analysis, corrective action, closure comments. Responsible for adding information to the online Knowledge Base.
Conducts remote desktop sessions and scheduled support calls
Assists customers in setting up their installation database (mostly SQL Server)
Works with Development testing the software of our client, understanding and reporting enhancements and bugs
Recreate hardware issues in test lab for root cause analysis and document findings
Building the service desk from the ground up, defining processes and working out the reporting tools. As time goes on, this will become more important and the focus of the job.
In a relative short time, you'll grow to the team lead of the service desk.
Experience & qualifications required:
Bachelor’s degree or 3 years related work experience in technical support
Proficient in Dutch and English. French is a very big plus.
Customer service, Helpdesk or Software Support experience in a customer facing role
Knowledge of the following:
- Strong working knowledge of the Windows OS,PC hardware and software, networking, system configuration, troubleshooting, firewalls, security, VPNs, and client server technology
- Software engineering/development knowledge in VB6 and/or .NET is a plus
- SQL Server, Crystal Reports
- MS Office
- Mechanical skills
- Experience with Web-based systems
We are looking for:
A problem-solver and resolver
Someone with at least a fundamental knowledge (or interest) of electronics troubleshooting and mechanical skills.
Someone who has the ability to troubleshoot software and hardware over the phone, or via e-mail.
A talent for communicating effectively, explaining things in a logical manner, maintaining a professional demeanor.
Skilled in root cause analysis, problem resolution and providing best practice solutions.
We'd like you to be: