Tier 2 Technical Support Representative
Job Description:
• Provide telephone support of the Optos retinal scanning medical device
• Manage and respond to customer inquiries concerning operation and configuration of the Optos Panoramic200™
• Trouble-shoot network problems including connectivity, wireless LAN access, VPN/broadband, and non-reporting issues
• Log interactions into the CRM system
• Evaluate and escalate calls to field teams for critical issues and hardware issues
• Remotely install/troubleshoot software and upgrades, database repair, and remove of software viruses
• Research technical and software issues to identify trends for early detection and repair
• Perform data migration on customer computers.
Requirements:
• High School diploma or equivalent
• 1+ year of Technical Support experience required
• Previous experience working in a customer care environment
• Extensive knowledge and practical experience of Windows operating systems including Windows 98/NT/2000/XP/Vista/7
• MS Office applications, and internet browsers
• PC hardware and configuration skills
• Intermediate IT networking knowledge
• High-speed home internet connection required.
Benefits:
• Health insurance
• Flexible work arrangements
• Professional development opportunities
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