Position Summary:The Support Specialist 1 provides technical phone support to customers in resolving hardware and software issues for Cadwell medical devices. This role will also be included in an on-call rotation for after hour and weekend support escalation. This position will be located either at headquarters in Kennewick, WA, or remote.
Key Functions/Responsibilities:- Provides customer support through product operations, introductory functional training, product information, telephone support, and other services in support of equipment configuration and operation
- Communicate solutions/resolutions/answers in a timely manner
- Make customer follow-up calls
- Effectively troubleshoot computer, software, and networking issues
- Develop expert level knowledge of the Cadwell product lines
- Other job duties as requested, directed, or assigned
Education/Experience:
- Associate degree in related field, or 2 years of related experience/education in clinical neurophysiology, IT, or biomedical required
- Associates or Bachelor’s degree in a neurodiagnostic field or accredited program desired
- Registered Technologist in good standing preferred
- Background in the health sciences with a focus in neurodiagnostic care, college degree in relevant area, or equivalent
- At least one-year experience working as a technician in a clinical environment or 2+ years of experience of help desk or network support preferred
Skills/Job Knowledge/Abilities:
- Computer proficiency is essential. Familiar with computer operations, including applicable software platforms and networking, and hardware
- Basic understanding of servers, virtual environments, WAN and LAN topologies, Citrix, and storage environments desired
- Requires excellent communication skills and the ability to work effectively with customers and team members.
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