Provide support for incoming customer issues by providing resolution or escalating in a timely manner by phone and/or email.
Provide support for customer requests related to repair status, documentation, software, and part inquiries.
Responsible for providing technical phone support during and after hours on a published rotating on-call schedule.
Diagnose and resolve hardware, software, and configuration issues using a combination of documented troubleshooting processes and creative problem solving.
Assist customers with system configuration, software updates, and interoperability issues.
Perform follow-up support related to customer reported issues and tickets.
Provide follow-up with customers regarding repair costs and purchase order requests.
Provide follow-up support for QA requests by contacting customers to request additional information.

Bachelors of Science degree in Biomedical Engineering, Computer Science, Biological Sciences, Information Technology, or related technical field related discipline preferred; relevant education and experience accepted in lieu of degree.
2+ years of help desk, Ticket tracking experience preferred.
Relevant certifications such as CBET, EEG, or CompTIA A+, or equivalent knowledge preferred.
Windows XP, 7, 10 Professional operating systems experience.
Experience with Microsoft Office Suite.
Must be able to communicate verbally and in writing, and to receive and understand verbal and written instructions in English.

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Technical Support Specialist, Neurology

Key skills