Tech Support Specialist (Remote) - 2 Openings

DivIHN (pronounced Divine) is a nationally-recognized Business Technology Solutions and Staffing services provider headquartered in Chicago. Since our formation in 2002, we have been trusted by Fortune 500 organizations to help them locate and hire best-in-class talent through our Award-winning Professional Workforce Solutions program.

Check out our careers page to see all of our job openings: http://divihn.com/careers/find-a-job/

One of our BEST F500 customers has engaged us to help them hire a Tech Support Specialist (Remote) - 2 Openings to be available to work out of their office in N/A, Illinois; details can be found below.

12 months

Please apply or call one of us to learn more

For further inquiries regarding the following opportunity, please contact one of our Talent Specialists

Nandha at 224- 507-1184

Title: Tech Support Specialist (Remote) - 2 Openings

Duration: 12 Months

Location: Remote

Description

Travel: 0-15%

Shore Options Available for this Position : Onshore Only

Summary

The Technical Support Specialist provides customers with technical support for software and hardware product issues in a remote call center environment. This position effectively analyzes reported issues, follows detailed troubleshooting guidelines, and work instructions to assess root cause and identify solutions to resolve issues in a timely and efficient manner. Technical Support Specialists enjoy helping others, working independently as part of a greater team, applying attention to detail, and using critical thinking skills to provide customer focused solutions.

The Essential Roles And Responsibilities Of The Role Are

Provides level 1 support to customers via phone, chat, and/or email for client's products and system peripherals focusing on customer satisfaction, quality, and efficiency to resolve customer issues.

Instructs customers on how to use hardware and software applications.

Records and documents all customer interactions properly in accordance with defined

procedures, ensuring accuracy in reporting.

Interfaces and interacts effectively with employees and customers, including pharmacy personnel and IT professionals.

Engages additional departments and escalates issues to appropriate personnel and/or

departments.

Regularly uses mobile devices such as cell phone, laptop and tablet to communicate with

customers, update work orders, complete checklists or call scripts, access portals and training, diagnose problems, and maintain schedule of activities.

Maintains product knowledge through continuous training and uses the latest troubleshooting

methods, SOPs, training manuals, and other reference materials.

Maintains compliance with laws protecting data privacy including HIPAA and GDPR.

Adheres to all environmental, health and safety SOP's, equipment, policies, and procedures, including any department specific requirements.

Performs other duties as assigned.

Required Qualifications

Proactive and results-oriented who can work independently and as part of a team to effectively manage assignments and support customer queues.

Must have proven ability to exercise independent judgment and draw accurate conclusions in order to effectively troubleshot technical issues based on available information.

Must have excellent verbal and written communication skills.

Good interpersonal skills with the ability to react quickly, accurately, and remain calm under pressure.

Ability to give full attention to what other people are saying, taking time to understand the

points being made, ask questions as appropriate, and not interrupt at inappropriate times.

Ability to understand the importance of details and convey the meaning to others.

Ability to follow steps, actions, or instructions in a certain order or pattern according to a

specific rule or set of rules (e.g. login instructions, navigation, database connections).

Highly proficient and comfortable navigating and using computers and computer-based systems.

General knowledge of computer hardware and software, including applications and peripheral devices such as printers, and scanners.

Required to maintain reliable internet connection to effectively support business systems.

Ability to sit and look at a computer and/or mobile devices for long periods of time.

Required to work evenings, weekends, holidays, as well as "on-call" on a rotational basis

May require expertise in electro-mechanical problem solving and reading electrical and

pneumatic diagrams as well as knowledge of microprocessors, programmable controllers,

electronics, circuit analysis, mechanics, sensor or feedback systems

Experiences And Education

Education or Formal Training:

High School diploma or GED required

College degree in computer information systems or related field preferred

Technical certifications are a plus

Experience

Required

1- 2 years related experience providing technical support

Experience using mobile devices such as cell phone, laptop and tablet to perform work activities

Preferred

Previous call center experience is highly preferred

Experience contributing and accessing information from a Knowledge Management system

Experience supporting web-based and client-server database applications

Experience installing and/or supporting Microsoft Windows servers and networks

Experience installing and/or troubleshooting computer hardware and software, including

applications and peripheral devices such as printers, scanners, scales, infusion pumps and other devices

Medical device industry background

About Us

DivIHN, the 'IT Asset Performance Services' organization, provides Professional Consulting, Custom Projects, and Professional Resource Augmentation services to clients in the Mid-West and beyond. The strategic characteristics of the organization are Standardization, Specialization, and Collaboration.

DivIHN is an equal opportunity employer. DivIHN does not and shall not discriminate against any employee or qualified applicant on the basis of race, color, religion (creed), gender, gender expression, age, national origin (ancestry), disability, marital status, sexual orientation, or military status.