Customer Technical Support Specialist I

At STERIS, we help our Customers create a healthier and safer world by providing innovative healthcare and life science product and service solutions around the globe.

Position Summary

The Customer Technical Support Specialist provides application support to end-users, as well as implementation support and remote installation of STERIS’s suite of proprietary Sterile Processing and Connectivity software products. This position also provides consultation to Customer IT users for all aspects of the software and its use in a clinical environment, including recommendations to Customers on selection, configuration, and management of hardware and software products used to address their requirements.

This position is remote and can be located anywhere in the US.

Candidates must be located in or wiling to work MST or PST hours.

Duties

Customer Technical Support

• Assist Customers in understanding functionality of software
• Participate in 24/7 technical support coverage on rotational basis
• Design custom reports/queries in SQL Server and proprietary software
• Remote access PCs or servers as needed
• Provide front-line support to clinical and technical users via telephone, chat, and e-mail
• Help Customer IT staff identify and solve network issues, solve problems related to workstation and server hardware or software affecting software performance
• Document activity and interactions with Customer support issues
• Troubleshoot issues, identify root causes and provide solutions

Duties - cont'd

Implementation and Upgrade Support

• Document activity and interactions with Customer implementations and upgrades
• Assist customers with server and workstation set-up
• Assist with database load into customer servers
• Test workstation set-up prior to implementation visits
• Participate in implementation and upgrade calls with Customers
• Remotely install proprietary software on Customer servers

Testing

• Assist in testing new releases of STERIS’s proprietary software

Required Experience

• 3+ years of experience working in technical support of computers, network, applications, etc., or in a clinical environment. Demonstrated capabilities and certifications may be considered as qualifying experience.
• Bachelor's degree in Computer Science or Engineering general
• Experience with the configuration of personal and laptop computers, printers, and various other hardware and software required.
• Experience in MS SQL Server or databases.
• Ability to work independently with minimal supervision.
• Ability to diagnose hardware repairs on computers and equipment and make recommendations for solutions.

Preferred Experience

• System administration of Windows Servers and Workstations. Understanding of Virtual Machine (VM) setup is desirable.
• Familiarity with ITIL processes is a plus
• Excellent written and verbal communication skills, customer service skills, troubleshooting and problem solving skills.
• Technical understanding of networking, internet and databases.

Pay range for this opportunity is $56,300.00 - $73,888.50. This position is eligible for [BONUS PARTICIPATION] OR a [INSERT COMMISSION RATE RANGE, IF APPLICABLE] commission.

Minimum pay rates offered will comply with county/city minimums, if higher than range listed. Pay rates are based on a number of factors, including but not limited to local labor market costs, years of relevant experience, education, professional certifications, foreign language fluency, etc.

Employees (and their families) may enroll in our company-sponsored medical, dental, vision, flexible spending, health savings account, voluntary benefits, supplemental life/AD&D plans and the company’s 401k plan. Employees are covered by an employee assistance program (also available to household members) and long-term disability. Full-Time Employees are also eligible for short-term disability. Full-time Employees will also receive Paid Time Off (PTO) based on years of service and paid Holidays. Part-time employees working 20 or more hours receive a pro-ration of the full-time PTO allocation and paid Holidays based on their standard hourly work week. Full-Time employees are eligible for four weeks of paid parental leave. Part-time employees also receive paid parental leave, pro-rated based on their standard hourly work week.

STERIS is a leading provider of products and services that meet the needs of growth areas within Healthcare: procedures, devices, vaccines and biologics. We exist to fulfill our MISSION TO HELP OUR CUSTOMERS CREATE A HEALTHIER AND SAFER WORLD. STERIS is a $3B, publicly traded (NYSE: STE) company with approximately 16,000 associates and Customers in more than 100 countries.

If you need assistance completing the application process, please call 1 (440) 392.7047. This contact information is for accommodation inquiries only and cannot be used to check application status.

STERIS is an Equal Opportunity Employer. We are committed to equal employment opportunity and the use of affirmative action programs to ensure that persons are recruited, hired, trained, transferred and promoted in all job groups regardless of race, color, religion, age, disability, national origin, citizenship status, military or veteran status, sex (including pregnancy, childbirth and related medical conditions), sexual orientation, gender identity, genetic information, and any other category protected by federal, state or local law. We are not only committed to this policy by our status as a federal government contractor, but also we are strongly bound by the principle of equal employment opportunity.

The full affirmative action program, absent the data metrics required by

• 60-741.44(k), shall be available to all employees and applicants for employment for inspection upon request. The program may be obtained at your location’s HR Office during normal business hours.