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Technical Support Specialist

3 months ago

Canal Winchester, United States CAPSA HEALTHCARE Full time $24 - $28
Job DescriptionJob Description

At Capsa Healthcare, we are more than just a healthcare company. We are a team dedicated to engineering better care and empowering healthcare professionals with innovative solutions.

We are a global company with a family-first mentality and we’re looking for someone who shares our commitment to enhancing the healthcare experience for medical care facilities and patients alike. Become part of a team that supports the backbone of healthcare and join us in our mission to shape the future of products that may help take care of you or your family members one day.

We are seeking a full-time Technical Support Specialist who is part of a dynamic service team. Capsa’s innovative healthcare solutions strive to elevate the performance of healthcare delivery. To view our products, visit www.capsahealthcare.com.

Position Location: Columbus, OH (Open to East Coast time zone candidates)

As the Technical Support Specialist, your contributions to the team will include:

  • Technical customer service and support, primarily via telephone and email.
  • Provide technical support to external customers focusing on root cause analysis; tasks may include software and hardware troubleshooting, use of remote access software, and other support tools.
  • Work schedule is 8-5 EST, with flexibility to work other hours/shift, depending upon future business needs. Participate in regularly assigned 24/7, on-call rotation, and temporary shift changes due to product version rollouts and other business demands.
  • Perform service request clarification and product warranty verification
  • Provide investigation, diagnosis, resolution and recovery for hardware and/or software problems; when unable to resolve, escalate to third tier support in accordance with Help Desk escalation processes.
  • Enter all customer interactions and support details into CRM system in timely/accurate manner
  • Identify replacement parts and enter part orders.
  • Support management with the planning and implementation of service methodologies, processes, and CRM help desk system.

What we ask of you:

  • Required: Minimum of three years’ experience in customer service, technical support or help desk roles
  • Preferred: BA/BS
  • Understanding of ERP and CRM system; Capsa currently uses Syteline and Salesforce.com

Capsa Healthcare offers an exciting growth opportunity to those who are passionate about the industry and their career development. You will also enjoy a solid compensation and benefits package.

  • Paid time off
  • Paid holidays
  • Medical, dental and vision insurance
  • Paid parental leave
  • 401(k) with company match
  • Company-paid Life, AD&D and Long-term disability insurance
  • Voluntary Short-term disability, Supplemental Life, AD&D, Accidental Injury and Hospital Indemnity insurance

EEO/AA Employer/Vet/Disabled