Job description

Technical Product Support Specialist, Level 1-Wappingers Falls, NY

The Company
Laerdal Medical is an international market leader in training and therapy products for emergency medicine and critical care. Our products and services are used by hospitals, ambulance services, first aid organizations, educational institutions and others around the world. We are a dynamic and energetic organization consisting of people from a wide variety of cultures and backgrounds.

The Job
We are looking for a Technical Product Support Specialist (Level 1) to be a key member of Laerdal’s Technical Support/Help Desk Call Center team. The Specialist is responsible in providing support for all Laerdal standard software hardware, and network issues. This position provides effective evaluation of end-user needs and, in all cases, uses good judgment and timeliness in responding to issues/resolutions. Resolution will include but not be limited to the following: Identify, research, and resolves technical problems, responds to telephone calls, email and personnel requests for technical support while documenting, tracking, and monitoring the problem to ensure a timely resolution. Fulfill technical training and support needs for Laerdal personnel and customers with telephone help desk activities

Key responsibilities include:

• Answer phone calls and emails from customers, internal and external
• Create and Maintain service tickets for all customer interactions, through to closure
• Collaborate and discuss solutions internally and outside the department to coordinate most effective solution.
• SW and HW testing as required
• Customer Feedback reporting and escalation
• Providing good customer service to all
• Identify emerging technical issues; collect information, test and confirm, escalate as needed, provide team(s) work around or solution.
• MUST be able to work shifts that may range from 10am-6pm, 11am-7pm, or 12pm-8pm Monday through Friday and occasional Saturdays form 10am-6pm

CANDIDATE REQUIREMENTS
An excellent communicator on all levels, you see solutions instead of problems. You thrive in an environment where multi-tasking is the norm and bring an element of organization to all that you do.

Minimum requirements:

• Diagnostic and analytical skills
• Electro-Mechanical knowledge
• Strong computer literacy skills with an emphasis on software knowledge, installations and use. Microsoft applications, Data Base applications, Internet and internet protocols
• Strong analytical ability to diagnose issue(s) and provide solution(s)
• Ability to multitask - Sense of urgency; maintain a positive attitude
• Excellent telephone presence
• Ability to be proactive and able to take direction and establish ownership of projects.
• Understanding of networking and basic IP configurations
• Innovative thinker, to provide work around solutions to vast array of issues
• Excellent verbal and written communication skills
• Strong customer focus; service-oriented attitude

ADDITIONAL INFO
What are we looking for?

• Profile: A tech-savvy problem solver who can multitask to repair a variety of services and equipment. Technical Product Support Representatives use patience, effective communication skills, and their knowledge to uncover customer needs, answer questions, provide resolutions to problems and leave a positive impression on customer interactions.

Essential Qualifications, Knowledge, Skills & Abilities:

• Ability to work within a CRM tool to answer/track/escalate customer issues.
• Mature judgment and the ability to relate well with other people.
• Must have excellent verbal and written communication skills including good grammar and a well-modulated speaking voice.
• Able to provide clear and easily understood instructions over the phone and/or in writing.
• Strong customer service skills coupled with a working knowledge of Operating systems, computer hardware, etc.
• Basic working knowledge of networking, routers and hubs along with wireless network configuration.
• Able to operate computer systems / CRT as needed.
• Ability to type and operate standard office machines and computers.
• Must be punctual and able to maintain good attendance.
• Knowledge of Microsoft Windows and Microsoft Office (Works/Word, Outlook, Excel).
• Ability to work well in a high stress and volume environment
• Prior technical and professional knowledge to solve more complicated problems requiring some independent thinking

Physical Abilities:

• Able to work in an office environment.
• Able to sit for long periods of time at a computer terminal.

Working Environment:

• Ability to work required days and hours (attendance is key)
• Ability to work flexible hours including evenings, weekends, holidays and overtime as required. (Minimal)
• May require work from home during emergency situations.
• Casual environment
• Team oriented

Job Type: Full-time

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