Job Description

Title: Product Support Representative
Location:  Murrysville, PA 15668

JOB DESCRIPTION OUTCOMES: The Product Support Representative has the primary responsibility within the call center for providing internal and external customer support for compliance monitoring product line.
Beyond the primary call center job functions, this position will also provide customer and patient support for related tasks.
These activities include the following:

• DSN Assignment Remote configuration of software according to customer specifications.
• Post remediation support within the product support call center.
• Additionally, the role will assist customers with maximizing the utility of software by appropriately configuring the software and training end-users to meet needs.
• This position will also work closely with the software engineering team to resolve escalated issues.
• Assist with patient upload of data in order to prepare for remediation Inform Recall Managers on customer issues related to assignment or remediation
• Must maintain technical expertise with both products and their usage as well as general networking and PC skills.

BEHAVIORS:
The successful candidate will demonstrate:

• Conflict Management, Timely Decision Making, Process and Time Management Skills. Market foresight, learning agility and teaming
• Ability to deal with multiple tasks and conflicting priorities
• An action/problem solving orientation including independent thought process and independent learning
• Maintain software and computer technical expertise
• Outstanding Interpersonal and communication skills
• Ability to work within a team environment

GROWTH:
The successful candidate will:

• Define with their manager goals for personal and professional development
• Take accountability to execute their personal development plan to grow within current role and to prepare for future roles

BASIC REQUIREMENTS EDUCATION:
Bachelor's degree in Computer Science or I.T. preferred. In lieu of a Bachelor's degree, we will accept candidates with an Associate's degree in I.T. and 1+ years relevant experience. I.T. certifications such as Microsoft Certified Professional (MCP) or Network+ a plus.

EXPERIENCE:

• A minimum of 3+ years of appropriate IT related customer service.
• Experience in the medical device industry highly desired.
• Professional phone skills and Customer Service Skills highly desired.
• Experience with use of software including Microsoft Office, Word, Excel and SAP required.
• Must possess a good understanding of computer functionality and experience with software/hardware troubleshooting.
• A demonstrated understanding of computer networks and database structure is also required to perform the role.
• Knowledge of Windows XP, Vista, 7, and 8 Operating systems required.
• Knowledge of Android and iOS mobile operating systems highly desired.
• Knowledge of SQL Server preferred.