Technical Support Representative L1

Technical Support Representative L1
6 months contract to perm
Remote Position

The TAC- LEVEL 1- CONTRACTOR provides remote technical support for HCUS customers. This position requires the individual to be comfortable making logical decisions while working on issues. The position also requires the ability to gather data and document the troubleshooting process efficiently to ensure timely escalations as the situation dictates.

Duties and Responsibilities

• Assesses software and network related issues on customer systems and resolves those issues through remote troubleshooting.
• Collaborate with internal and external groups on solving more complex technical issues.
• Effectively document problems and solutions into a product knowledge database.
• Learn and remain compliant with all regulatory and quality requirements.
• Working outside of normal business hours, overtime and holidays may be required based on the needs of the business.
• Handles other duties as assigned.
• Maintain a high level of success with the team's Key Performance Indicators:
  • Customer Satisfaction - measured on individual satisfaction factors
  • Availability to answer calls, call handling, communication, and documentation skills
  • Timely support case closures
  • Completion of provided training

Qualifications

• Trade School Certification, 2 Year Degree, or Industry Experience Equivalent.
• Superior communication and interpersonal skills, excellent phone manner.
• Ability to achieve results and meet goals in a fast-paced, team environment.
• Ability to make independent decisions based on interpretation of technology data and product knowledge.
• Excellent organizational and multi-tasking skills.
• Working knowledge of Windows OS (Microsoft Server 2012, 2016, 2019, 2022+), Networking, SQL Server and Oracle.

Preferred Skills

• Knowledge of Synapse workflows and their implementations.
• Knowledge in Synapse application front end.
• Experience with clinical data transfer protocols and interfaces (HL7 and DICOM).
• Knowledge of medical informatics architecture (VMware and Storage Solutions).
• Industry-specific certifications in relevant technical background (Microsoft, VMware, Cisco, Security +, etc.).

Physical requirements

• The position requires the ability to perform the following physical demands and/or have the listed capabilities.
• The ability to sit up 75-100% of applicable work time.
• The ability to use your hands and fingers to feel and manipulate items, including keyboards, up to 100% of applicable work time.
• The ability to stand, talk, and hear for 75% of applicable work time.

Travel

Occasional (up to 10%) travel may be required based on business needs.