Software Support Specialist I

Summary/Objective

Troubleshoot and support interfacing and networking issues related to BreezeConnect and AscentConnect as well as the installation of software. Provide technical support and professional service in an enthusiastic and professional manner with focus on networking, interfacing, and software related products. Work with the Technical Support and Professional Services teams, whenever necessary, to provide the highest level of customer service and technical support on all products.

Essential Functions

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Assist customer with installation and configuration of standalone and networked BreezeSuite, Ascent, and related software platforms.
• Troubleshoot installation errors of BreezeSuite, Ascent, and related software platforms.
• Troubleshoot basic interface errors and workflow issues related to BreezeConnect and AscentConnect
• File software anomalies as needed when software errors occur.
• Provide prompt and courteous responses to customer inquiries, issues, or application questions. Determine when questions or issues should be answered or transferred to technical support for remediation. Take responsibility for satisfaction of the customer through ownership of customer issues through resolution. Ensure proper documentation at all times.
• Maintain accurate records for all customer contacts including Account, Contact, Asset, Opportunities and Case records in the CRM database.
• Follow procedural work instruction and standard operating procedures for the department including but not limited to: Technical Support, HL7 Interface, CRM documentation, Sales Order Entry, RMA entry, HIPAA Security.
• Provide education and documentation to customers that will allow them to use MGC Diagnostics products in an efficient manner.
• Responsible for quoting professional services for installation assistance when a user is not covered under a UCSA agreement.
• Provide management with timely written reports on recommendations, progress, and concerns. Become knowledgeable of accounts and alert management to any potential concerns.
• Maintain close communication with professional services, technical support, quality assurance, training, marketing, product management, software engineering, service, and validation staff to successfully support new products and software, and share customer issues.
• Customer Response Center Phone Management: All Implementation Specialists will adhere to department procedures prescribed for ACD line call center support.
• Accept other responsibilities as assigned.
• Complete training as identified by standard operating procedures and procedural work instructions.
• Regular attendance is an essential job function.
• Follow all company policies and procedures relating to confidential propriety information (CPI) including but not limited to what is outlined in the Confidentiality and Non-Solicitation Agreement.

Competencies/Success Factors

• Clerical/Technology Skills
• Learning/Growth Ability
• Time Management
• Autonomy/Self-Direction
• Interpersonal Communication
• Customer Focus
• Decision-Making

Supervisory Responsibility

This position has no supervisory responsibilities.

Work Environment

This job operates in a professional, office environment.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

• Will be required to regularly sit for extended periods of time; use hands and fingers, handle or feel objects, talk, hear, and see.
• Occasionally lift and/or move up to 50 pounds, stand, walk, climb, balance, stoop, kneel, crouch, or reach with hands and arms.
• Ability to maneuver demo equipment.
• The environment is fast paced; time pressured and requires accuracy.
• Will be required to regularly multi-task between projects, move throughout the office building and effectively communicate.
• The normal environment is quiet and typical of an open office setting with some areas that may be louder at times; along with time spent on the production floor, where the environment can be louder due to equipment running.

Travel

Very limited travel < than 5%.

Required Education and Experience

• Minimum 2-year degree.
• 2 years of industry experience
• Ability to effectively communicate in English.
• Excellent written and verbal communication skills and interpersonal skills.
• Experience with Windows desktop operating systems
• Experience with software installation and removal
• Good problem-solving skills
• Strong organization skills.

Preferred Education and Experience

• BS in physical sciences, computer science, or equivalent.
• Familiarity with cardiorespiratory diagnostic equipment.
• Demonstrate a strong desire to succeed, integrity and a professional demeanor.

Additional Eligibility Qualifications

None required for this position.

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

MGC Diagnostics is committed to providing equal employment opportunity without regard to race, color, religion, sex, sexual orientation, gender identity, genetic information, national origin, age, disability, veteran status, or membership in any other class protected by federal, state, or local law.