Groe Advisors LLC · 8 hours ago
Technical Support Specialist
Franklin, MA
Full-time
Onsite
Mid Level
$50K/yr - $57K/yr
4+ years expGroe Advisors LLC is seeking a Technical Support Specialist to provide mid and high-level telephone technical support for their product lines. The role involves troubleshooting customer issues, performing remote analysis, and collaborating with various teams to resolve technical problems.
IndustrialHuman ResourcesInformation TechnologyIndustrial EngineeringStaffing Agency
Hiring Manager
Connor Smith
Responsibilities
Provide mid and high-level telephone technical support for our product lines to customers, field based sales and clinical support teams
Analyze customer issues and complaints to determine if issue is product or customer process related and take necessary steps to resolve any and all problems
Perform remote analysis, troubleshooting and repair using Bomgar
Enter and/or update relevant Case Ticketing information into Salesforce.com
Guide customers and field-based Sales and Clinical Support teams through data storage and workflow requirements
Troubleshoot and diagnose customer product issues. Determine if solution can be corrected via the phone and, if not, formulate a repair plan, determining most cost effective repair/resolution to minimize customer downtime
Provide customer and manager with proposed repair procedures and improvements
Provide relevant customer feedback to our Management and Product Management teams
Work with other team members and/or departments to triage and resolve escalated technical issues
Perform remote HE Application software installation and configuration
Work with customers and third-party vendors to provide recommended software interface solutions
Maintain an up-to-date knowledge of company products and services
Document technical knowledge in the form of notes and manuals
Qualification
Required
Four or more years of hands-on experience in a technical phone support role
Associates degree or equivalent combination of education and/or training in a technical field (IT a plus)
Experience in IT hardware (PC, servers, laptops, printers, accessories)
Experience and/or working knowledge of network technologies and troubleshooting techniques (TCP/IP, VPN, Remote Desktop, etc.)
Knowledge and experience with MS Windows 7, 8, 10, Windows Server 2008, 2012 and 2016
Basic understanding of medical imaging technology, DICOM, HL7 and Relational Database technology
Excellent communication skills and the ability to interact effectively with specialized technical personnel and customers
Must be a self-starter, have strong interpersonal and organizational skills, and be flexible in a dynamic team environment
Should have a high degree of technical proficiency, excellent problem solving skills, and analytical abilities
Must be able to multi-task in a constantly busy work environment while maintaining an attention to detail
Must be willing to work remotely on occasion as needed
Preferred
Experience using Salesforce.com as a Case ticketing system a plus
Company
Groe Advisors LLC
Groe Advisors LLC is a consulting and staffing firm located just outside of Boston, in the heart of Massachusetts' Route 128 Technology Belt.
11-50 employees
Funding
Current Stage
Early StageLeadership Team
Glen McLachlan
Co-Founder
Scott Munroe
Co-Founder
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