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Customer Support Engineer

Date Posted: 11/24/2021

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Job Description

**W2 ONLY**

The Customer Support Engineer, I is responsible for remote troubleshooting of digital radiography hardware, and related software. This individual has a general understanding of DR, CR, Ultrasound and laser funcationality. This individual possesses strong troubleshooting skills, can vet knowns and unknowns by asking simple to complex questions, and is calculated and methodical when problem solving. This position requires analysis of problem descriptions and can walk customers through troubleshooting steps while connected remotely or over the phone.

Able to document steps to reproduce accurately
Utilize strong customer and technical support skills supporting Sound products and services to veterinary medical professionals
Troubleshoot and solve simple to highly complex hardware and software issues- methodical troubleshooting approach with attention to detail
Uses CRM to document and track progress on customer issues
Accurately documents troubleshooting steps, during the call, in customer tickets using CRM
Thorough and detailed case management skills- clear, concise note taking
Manages multiple customer tickets without sacrificing accuracy or quality of service
Operating system and application installation/configuration- high level understanding of product functionality
Perform and facilitate the return of items under warranty with third party vendors (RMA's), coordinate maintenance repairs, and loaner service orders
Thorough and detailed issue tracking in customer relationship management software
Strong call control technique without sacrificing customer service
Provide Sound customers with product and service information- required to learn and understand wide range of products
Excellent communication skills and ability to successfully control upset customers
Work closely with other departments when problem solving
Highly customer focused with a strong desire to deliver an excellent support experience during every interaction
Team player that will add value through very high quality and dedication to support team
Work Expereince Requirements 

2 to 3 years troubleshooting software and hardware
Strong PC skills and knowledge of MS applications (Outlook, Excel, Word, PPT)
General knowledge of Microsoft Windows 7, Windows 8 and Windows 10
General or working knowledge in three or more of the following areas is strongly preferred: MS SQL Server, Remote Desktop, PACS, TCP/IP, and DICOM.
Previous experience with customer facing ticketing systems (e.g. MS CRM, SalesForce, ServiceNOW)
Previous experience in medical imaging is a plus; either film or digital radiography
Excellent written and oral communication skills
Must be extremely detail oriented, organized, and professional
Education Requirements

A bachelor's or associate's degree in a technical field preferred or equivalent experience
Technical certifications a plus (MCSE, MCP, or A+ and/or equivalent work experience)
Typing skills: 40+ WPM
Physical Requirements

Extensive typing & data entry (90%).
Occasional lifting up to 5lbs. Pushing/pulling up 10lbs.
Predominately sitting (90%).
Communication on phone and computer (90%)
Ability to work a rotational after hour on call shift (15%)

We are an equal opportunity employer and make hiring decisions based on merit. Recruitment, hiring, training, and job assignments are made without regard to race, color, national origin, age, ancestry, religion, sex, sexual orientation, gender identity, gender expression, marital status, disability, or any other protected classification. We consider all qualified applicants, including those with criminal histories, in a manner consistent with state and local laws, including the City of Los Angeles' Fair Chance Initiative for Hiring Ordinance.
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Job Snapshot

  • Employee Type:Full-Time
  • Location:Carlsbad, CA
  • Job Type:I.T.
  • Experience:Not Specified
  • Education:Not Specified
  • Date Posted:11/24/2021
  • Contact: Jonathan Mason (858) 366-4632
  • Pay Range: $21.00 - $21.00 Hourly
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Job Reference: JO-2108-130930