About the Role
This role involves delivering technical support to customers using medical equipment and software platforms, troubleshooting issues, documenting solutions, and escalating complex cases when necessary to ensure timely resolution.
Responsibilities
- Respond to customer inquiries regarding system functionality and performance
- Diagnose technical problems using remote tools and diagnostic procedures
- Guide users through step-by-step solutions over phone or digital channels
- Log and track support cases in the internal case management system
- Escalate complex technical issues to higher-tier engineering teams
- Maintain up-to-date knowledge of product features and updates
- Follow structured troubleshooting protocols for consistent service delivery
- Communicate technical information clearly to non-technical users
- Assist in identifying recurring issues and recommend process improvements
- Participate in training sessions to stay current with new technologies
- Ensure compliance with data privacy and regulatory standards
- Collaborate with cross-functional teams to resolve customer-impacting events
- Provide feedback to product teams based on customer-reported issues
- Meet service level agreements for response and resolution times
- Document resolutions and contribute to internal knowledge base
- Support after-hours and weekend operations as needed
- Adhere to company policies and safety procedures
- Maintain professional conduct during customer interactions
- Monitor system alerts and initiate corrective actions
- Assist in software update rollouts and patch deployments
Nice to Have
- Bachelor’s degree in a technical or healthcare-related discipline
- Certifications such as CompTIA A+ or ITIL Foundation
- Experience supporting clinical or diagnostic equipment
- Exposure to HL7 or healthcare data standards
- Background in customer-facing technical roles within healthcare
Compensation
Competitive hourly wage commensurate with experience
Work Arrangement
Hybrid work model with on-site and remote components
Team
Part of the global customer support division within the healthcare technology sector
Why Join Us
- Opportunity to support life-enhancing technologies used in hospitals and clinics worldwide
- Collaborative environment that values innovation and continuous improvement
- Access to professional development and career growth programs
- Inclusive culture focused on delivering high-impact solutions
Equal Opportunity Employer
- We are committed to diversity and inclusion in the workplace
- All qualified applicants will receive consideration without regard to race, religion, gender, or disability status
Not available for this position
