Customer Technical Support Specialist I

3 days ago

Chicago, Illinois, United States STERIS Full time
Job Summary

STERIS is seeking a highly skilled Technical Support Specialist to join our team. As a Technical Support Specialist, you will provide technical support and expertise on a broad range of STERIS products to internal and external customers. You will assist others on-site (Customer) troubleshooting/technical support as required, help remotely support installation and software upgrade issues, troubleshoot STERIS products, document all critical failures in real time, and develop solutions and initiate corrective action for issues.

Key Responsibilities
  • Provide technical support and expertise on STERIS products to internal and external customers.
  • Assist others on-site (Customer) troubleshooting/technical support as required.
  • Help remotely support installation and software upgrade issues.
  • Troubleshoot STERIS products and document all critical failures in real time.
  • Develop solutions and initiate corrective action for issues.
  • Provide periodic assigned on-call, after hours technical support to internal and external customers as needed.
  • Act as the front-line interface for Field Service Representatives, Specialists and Customers as it relates to technical troubleshooting.
  • Diagnose mechanical, hardware, software and systems failures utilizing remote monitoring software and a variety of diagnostic tools.
  • Maintain equipment-related technical proficiency.
  • Identify areas of opportunity to improve the overall Employee and Customer experience.
  • Offer alternative solutions where appropriate with the objective of developing Customer loyalty.
Requirements
  • 2 year Associates degree in one of the related fields: Engineering, Audio/Video, Computer Science, MIS, CIS or related field, or Bachelors degree and 1 year of experience preferred.
  • High school diploma or equivalent with 4 years of experience in servicing one or more fields: IT, Networking, Audio/Video, and or computer type equipment.
  • Bilingual- Excellent written and verbal communication skills in both English and French.
  • Demonstrated knowledge and experience in IT, Networking, Audio Video technologies and computer troubleshooting.
  • Ability to read wiring schematics.
  • Ability to effectively resolve and communicate technical issues via telephone and email.
  • Must be available periodically outside of normal working hours.
  • Knowledge of Windows/Linux programming preferred.
  • Demonstrated computer knowledge to include word processing, spreadsheets and e-mail computer skills.
  • Demonstrates excellent verbal and written communication, both with internal employees as well as Customers and external vendors.

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