We are looking for an IT Customer Support Technician, who ensure first and second level IT support (software & Hardware medical IT) to our customers and agents when it comes to our temperature monitoring systems.
Organize online and offline trainings and create statistics about the usage of our software products.
Key Responsibilities:
- Provide application support to customers for our temperature monitoring systems
- Train and support customers to use our temperature monitoring systems properly and safely
- Serve as a technical expert to our customers and agents
- Install monitoring software remotely on customer server after having verified that all software and hardware requirements have been met
- Help potential customers in understanding our temperature monitoring systems
- Handle day-to-day customer service tasks: technical requests/issues, pre/post installation follow-up. Ensure smooth installation planning. Address routine and advanced customer issues quickly
- Coordinate with internal departments to ensure fulfillment of customer needs and proactive handling of incidents/complaints
- Author and review supportive training content for internal or external use: written procedures, FAQs, presentations, etc.
- Test, document and validate our software in collaboration with the R&D department
- Help improving and digitalizing our internal workflows
- Help improving our products by reporting problems communicated by customers to the R&D department
Technical knowledge
- Technology-minded person using internal tools and Microsoft office applications; creating and maintaining Excel spreadsheets; using digital conference applications (WebEx, Teams)
- Ability to understand and analyze data and log files and to articulate findings to internal and external leadership
- Network knowledge (netstat, ping, ipconfig, etc.)
- Knowledge of the Windows firewall
- Languages: German and English are mandatory, French is considered as an asset, any other language will be appreciated
Skills
- Extremely organized person who can work on several open issues until they are resolved
- Proven skills and experiences in extensive interactive client relationships and ability to interface with other departments to manage needed deliverables for clients
- Strong organizational and follow-up skills and attention to details to successfully manage competing priorities and to build a relationship of trust with customers
- Excellent verbal / written communication skills: you can describe complex technical problems and solutions to non-IT people in an easy and understandable way
- A strong team player: you share your solution findings with your colleagues and help them when they are stuck with a problem
- A logical thinker: you solve customer problems in a very logical way
- Driven and proactive
- Works independently in challenging environments with minimal guidance
- Flexible and adaptable, with a high ability to learn and to develop
- A pragmatic and hands-on business-driven individual
Education
- Bachelor or master’s degree in IT / electronic
Experience
- 2-3 years’ experience in an IT environment
