Technical Support Specialist

4 days ago

Carmel, United States Orchard Software Full time
Job Description:

Orchard Software, an Indiana-based laboratory information system (LIS) software company is seeking a highly motivated, Technical Support Specialist (TSS) to join the team in our Carmel office. Our TSS team is the first point of contact for customers who need assistance with our software products. Assistance covers a wide range of product-specific and other IT-related questions to ensure our clients can support their patients.

Orchard Software is a well-established leader in the LIS market, dedicated to providing secure, dependable, and high-quality LIS systems and services for diagnostic laboratories. Orchard offers work-life balance and a dynamic learning environment. Our TSS team works with amazing leadership and talented co-workers, and they have access to the latest tools and applications to effectively manage customer support and system challenges.

The TSS is a career-building opportunity for any candidate looking to start their career in the technology industry. We are looking for creative problem-solvers for this position. Our ideal candidates are IT savvy, and should be able to communicate solutions to our customers in a user-friendly, professional manner.

Essential Duties and Responsibilities:

35% - Training
  • Completing all relevant lessons and exercises in the Support Learning Management System (LMS).
  • Working on a wide range of tickets which are intended to develop support skills.
65% - Support Production
  • The TSS must adhere to Support documentation standards within the Salesforce Service Cloud when working on a ticket.
  • The TSS's dealings with all internal and external customers must exhibit the highest forms of courtesy and professionalism.
  • When working on an issue the TSS is expected to work with minimal supervision, using best practices and available resources to determine the issue, breakpoints, and solutions.
  • The TSS is expected to work on issues that that are unknown or unfamiliar. Issues can highly complex and involve aspects of the customers environment (hardware, OS, network), Orchard applications and laboratory workflow.
  • The TSS is expected to escalate to their team Tier II or Tier III (via Service Cloud) issues that the TSS is unable to resolve.
Education and/or Experience:
  • A successful candidate should have a degree or relevant experience in a technical field.
  • Previous experience troubleshooting or problem-solving is ideal.
  • Software support experience is a plus.
  • Health care experience is a plus.
  • SQL experience is a plus.
  • IT experience a plus.
Knowledge and Skills:
  • Excellent verbal and written skills
  • Excellent problem-solving skills
  • Excellent customer service skills
  • Ability and willingness to master new concepts.
  • Ability to communicate technical issues to non-technical users.
  • Highly organized.
  • Self-directed.
  • Consultative.
Compensation and Benefits:

Pay range: $16.16/hour - $22.22/hour

The typical starting rate for this position is $20/hour.

Orchard Software offers a competitive compensation package, including:
  • Medical
  • Dental
  • Vision
  • 401k with company match (50% of the first 6% contributed by employees)
  • Paid parental leave
  • Education assistance
  • 120 hours of PTO. Amount is pro-rated if starting after May 31
  • 12 Paid Holidays.
    • Employees who are required to work on a designated Holiday will receive a floating holiday to be used in addition to their PTO

Orchard Software is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, sexual orientation, gender identity, creed, marital status, familial status, public assistance status, or any other characteristic protected by law.

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