Tier II Customer Technical Support Specialist

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🔥 7 minutes ago

🐊 Florida – Remote

🐊 Florida – Remote

⏰ Full Time

🟢 Junior

🟡 Mid-level

📞 Support Engineer

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ActiGraph

WebsiteLinkedInAll Job Openings

51 - 200 employees

⚕️ Healthcare Insurance

🧬 Biotechnology

🔬 Science

Healthcare Insurance • Biotechnology • Science

ActiGraph is a company that specializes in digital health technology, providing advanced wearable devices and a remote monitoring platform to collect high-quality data for scientific research and clinical trials. Their technologies are designed for capturing patient-centric outcomes, including physical activity, sleep behavior, gait and mobility, and vital signs as part of clinical trials and health studies. ActiGraph's solutions enable researchers to leverage cutting-edge sensors and algorithms for in-depth analysis and operational excellence, enhancing clinical research and drug development through accurate and meaningful data. The company supports a broad spectrum of industries through its FDA-cleared medical-grade devices and comprehensive digital health solutions.

📋 Description

• Provide expert-level technical support to customers via phone and ticketing system. • Troubleshoot and resolve complex issues related to our software and hardware, including installation, configuration, and usage. • Assist customers in understanding application functionality, features, and best practices. • Ensure customers' inquiries and issues are addressed promptly and effectively. • Communicate effectively with large research and clinical trial customer base/teams. • Follow GCP (Good Clinical Practice) and PHI policies throughout client communications and work activities. • Collaborate with Tier I support to receive, prioritize, and escalate support requests when necessary. • Work closely with Tier III or development teams for advanced issue resolution. • Discover, identify, and escalate trending issues. • Achieve a high level of product domain and technical knowledge and act as a product SME. • Create and maintain comprehensive documentation for common technical issues and solutions. • Routinely share knowledge with team members to enhance overall support capabilities. • Maintain detailed records of customer interactions, support activities, and resolutions. • Train and mentor a team of Tier I Customer Technical Support Specialists. • Foster a collaborative and learning-oriented team environment.

🎯 Requirements

• 2-5 years experience in customer support or technical support, with a focus on Tier II or advanced support. • Ability to defuse difficult or irate callers • Adept in critical thinking/problem-solving skills • Exceptional verbal and written communication skills • Strong technical troubleshooting and problem-solving skills. • Knowledgeable in Windows and Microsoft Office • Experience in SalesForce and/or Desk.com (or other similar CRM/ticketing system) is a plus • Familiarity with SQL and scripting languages is a plus. • Bachelor's degree in computer science, information technology, or a related field (or equivalent experience) preferred but someone with equivalent experience could be considered.

🏖️ Benefits

• - A casual "dress-code" environment • - A family-oriented and collaborative workplace • - Paid time off (including paid time off for your birthday) • - And a very generous suite of benefits including: medical, dental, vision, basic/life accidental, short/long term disability, identity theft, 401K (plus a match), and supplemental insurance options.