Provide phone and online support for internal and external customer questions, comments, complaints related to diagnostic equipment
Provide basic operator assistance and general troubleshooting
HS Diploma required, degree in an IT related field or equivalent experience preferred
2-4 years of experience with PCs, LAN connectivity and phone troubleshooting, preferably within a phone support/IT helpdesk function. Networking experience preferred.
Knowledge of optics and dispensing a plus.
Ability to effectively communicate and build effective working relationships with people at all levels of organization and from various backgrounds
Strong verbal and written communication skills, customer focus and customer service attitude
Excellent interpersonal, problem solving, and analytical skills required
Experience with service and repair of electronic devices
Ability to work independently and as a member of a team
Experience with PCs, Word, Excel, PowerPoint, Access, SAP, general office equipment and customer service related tools and collateral required, experience with salesforce.com preferred
Ability to work in a fast paced environment and under certain time pressure, high flexibility & adaptability to changing priorities, considerable judgment and initiative to resolve any problems, make robust recommendations and / or escalate to the appropriate management level
Operate a ticket system for service call tracking
Document service calls maintaining records in alignment with FDA requirements
Provide 1st and 2nd level support and escalation if equipment exchange or repairs are needed
Perform order entry and processing functions
Track serial number, history of devices, warranty and service agreements
Create and provide service level reporting
Join TEKsystems®, a leading IT staffing, IT talent management and IT services firm, and get your career on the fast track. We have more than 100 offices worldwide, and we partner with over 6,000 clients and place over 80,000 consultants per year. At TEKsystems, we seek to understand our consultants' skills, goals and interests, allowing us to present targeted job opportunities on a contract, contract-to-hire or direct placement basis. TEKsystems' leadership in the market stems from our sincere and personal commitment to driving the success of our customers, consultants and each other.
The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, genetic information or any other characteristic protected by law.
If you would like to request a reasonable accommodation, such as the modification or adjustment of the job application process or interviewing process due to a disability, please call 888 472-3411 or email email@example.com for other accommodation options.
A little about us:
TEKsystems provides corporations with IT staffing, talent management expertise and IT services, enabling them to meet their business objective.