Customer Support Analyst

**Siemens Healthineers is building tomorrow’s talent. **Shape the future with us.

We are looking for dedicated and talented people who tackle ever-changing challenges, customer needs, and questions from colleagues with clever concepts and creativity. We embrace change and work with curious minds re-inventing the future of work. Join us and let us focus together on what’s truly important: making lives better with new ideas and the latest technologies around the world.

Why you’ll love working for Siemens Healthineers;
- Freedom and a healthy work-life balance - Embrace our flexible work environment with flex hours, telecommuting and digital workspaces.
- Be part of exciting and innovative projects that help solve some of the world’s most significant health problems.
- Engaging, challenging, and fast evolving, cutting edge technological environment.
- Opportunities to advance your career.
- Competitive total rewards package.
- Rewarding vacation entitlement with the opportunity to buy and sell your vacation depending on your lifestyle.
- Contribute to our social responsibility initiatives focused on access to education and technology, and sustainability, making a positive impact on communities.
- Participate in our celebrations and social events.
- Opportunities to contribute your innovative ideas and get paid for them
- Employee perks and discounts.
- Diversity and inclusivity focused.
- Siemens Healthineers is proud to be a Great Place to Work-certified company® in Canada for 2020-2021, 2021 Best Workplaces in Ontario, and 2021 list of Best Workplaces for Women.

Siemens Healthineers in Canada stands for engineering expertise with a pioneering spirit in exploring and developing business opportunities to help healthcare providers achieve their goal of improving outcomes while reducing costs. Our 800 employees in Canada located across Canada and 54,000 worldwide, work together to deliver solutions for healthcare providers, resulting in 70% of medical decisions being influenced by the technologies we provide.

**Our i**m**p**a**ct**:

- 70% of critical clinical decisions are influenced by the type of technology we provide.
- More than 31 million Canadians benefit from Siemens Healthineers products every year.
- An average of 85,000 Canadians per day receive treatment or tests from a Siemens Healthineers device.
- Siemens Healthineers participates in 30 healthcare research collaborations in Canada and around the world.

**Role and Responsibilities**:
You will be responsible for exceeding client expectations by providing outstanding solution support and ensure requests are acknowledged and resolved within service level agreement times. As a member of the Head Quarters Support (HSC) group, the Support Analyst is the critical, 2nd level of support responsible for fostering a world class support experience for Siemens Healthcare Limited.

**Responsibilities**
- Effectively collaborate with Development and the Quality Assurance teams to manage progression of product support issues through our software release process.
- Diagnose and resolve client system and software configuration issues.
- Proper escalation of problems to senior staff when appropriate.
- Follows-up with clients regarding open tickets.
- Identify and document opportunities for product and process improvement based on experience and client suggestions.
- Be part of a 24x7x365 support on-call rotation as a point of escalation for first line support.
- Perform regular monitoring and support through various tools including PRTG Network Monitoring and various in-house tools.
- Participate in product development and deployment projects as a support representative to give input on product functionality.
- Assist the project teams in transferring project knowledge to the support team for customer deployments.
- Provide amazing customer services for internal and external clients.
- Take on special projects as required.
- Occasional travel to customer sites to investigate product problems may be needed from time to time.

**Required Knowledge/Skills, Education, and Experience**
- Diploma or Degree in Computer Science, Computer Engineering, Information Systems, Information Technology or equivalent technical related program.
- 3+ years’ experience in customer care, support or software related help desk position.
- Previous experience working within the HealthCare industry, preferably with HealthCare related software and workflow.
- Experience with Microsoft office, screen capture and time tracking tools.
- Write and execute simple database queries (SQL) for troubleshooting purposes.
- Ability to multi-task and excellent prioritization, organization and communication skills.
- Results and detail oriented.
- Strong problem-solving skills with ability to analyze and make an educated decision.
- Must be willing and able to occasionally travel internationally.

**Preferred Knowledge/Skills, Education, and Experience**
- Health Informatics degree or dipl