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Technical Support Specialist
1 month ago
GlobeStar Systems is a leader in integrated clinical communication. Our cornerstone product, Connexall®, is an award-winning Enterprise grade IoT (Internet of Things) platform, purpose built for the healthcare industry. Connexall® is a sophisticated and customizable end-to-end integration and communication platform that helps its customers improve clinical workflow, reduce alarm fatigue, and drive better patient and staff outcomes. HardwareTechnical Support Specialist I
Full Time
Immediately
Shift Assignment:
Regular Shift Rotation (Business Hours Shift + Day and Night 12 Hour Shifts) after Onboarding Process
Reporting to the Team Lead of Technical Support and Customer Experience, the Hardware Technical Support Specialist I is a primary technical resource for our customers, with a focus on the Connexall Managed Services (CARE+) accounts and associated turn-key solutions enabled with provided hardware. The successful candidate will have a keen interest in innovative and creative uses of technology, a proven aptitude for troubleshooting complex solutions, and a commitment to ensuring customer satisfaction. Actively pick up tickets received from customers or open tickets on behalf of customers, identify customer issues, troubleshoot issues, engage internal and external stakeholders (sales, resellers, technical teams, and innovation and development team) where required, resolve or escalate the issue, document issue, follow up with the customer to ensure no further issues, and close ticket;
Engage in customer support, including application troubleshooting and problem resolution;
Cooperate closely with many diverse groups, including internal sales team, technical, innovation and development team, and customers, both technical and non-technical;
Utilize exceptional interpersonal skills and a strong customer service orientation by focusing on rapport-building, listening, and customer interviewing skills to keep customers calm and resolve issues effectively and efficiently;
Provide phone and email support to resellers and customers to resolve software problems;
Maintain detailed documentation on all customer interactions and product issues using designated tracking tools, per company ISO policies and procedures (Visio, Excel, Word, etc.);
Conduct Connexall Remote System Audits and Health Checks of customer systems;
Assist the Solutions Delivery Team with implementing Connexall software and workflow configuration changes for customers;
Assist Solutions Delivery Team with configuration and implementation of hardware devices associated with the Connexall Managed Services solutions, including:
SpectraLink Wi-Fi phone system hardware and devices;
Inovonics EchoStream Wireless hardware and devices;
Provide SpectraLink Wi-Fi and DECT solutions Tier I support;
Provide Inovonics Echostream solutions Tier I support;
Escalate SpectraLink and Inovonics related tickets to Tier II/III vendor support team;
Ensure remote access to the customer site is set up and enabled as per company policy;
Successfully complete all assigned training courses and related training tasks;
Bachelor’s Degree or Diploma in Computer Science, Engineering, or related field required;
Experience withhelp desk or customer service in software support preferred;
Experience in the Healthcare industry is an asset;
Must have advanced knowledge of Windows Platform;
Must have knowledge of Windows Networking;
Technical skills to troubleshoot and resolve questions/issues with SpectraLink VOIP systems/devices is a plus;
Technical skills to troubleshoot and resolve questions/issues with Inovonics EchoStream systems/devices is a plus;
G. computer infrastructure, networking);
Demonstrated experience installing applications on windows-based environment;
Strong knowledge of troubleshooting and software troubleshooting is required;
Understanding of how computers communicate to each other, and how they connect different protocols used for communicating and sharing data;
Knowledge of healthcare systems is an asset;
Must have intermediate knowledge of TCP/IP and WIFI networking;
Experience in remote VPN support;
Some knowledge of SQL server/database queries;
Exceptional communication and interpersonal skills, and a strong customer service orientation with a focus on rapport-building, listening and customer interviewing skills;
Able to articulate technology and product positioning to both business and technical users;
Work on pre-defined shifts including nights and weekends;
A rich benefitspackage, including medical, dental, life, and long-term disability insurance;
Discretionary Performance Bonus Program;
Sales and Technical Training Certifications on the applicable hardware products;
This position does not support a Labour Market Impact Assessment, or any other form of immigration sponsorship .
