Tech Support Specialist I
Working Location: PENNSYLVANIA, CENTER VALLEY
Workplace Flexibility: Hybrid
For more than 100 years, Olympus has focused on making people’s lives healthier, safer and more fulfilling.
Every day, we live by our philosophy, True to Life, by advancing medical technologies and elevating the standard of patient care so people everywhere can fulfill their desires, dreams, and lives.
Our five Core Values empower us to achieve Our Purpose:
Patient Focus, Integrity, Innovation, Impact and Empathy.
Learn more about Life at Olympus: https://www.olympusamerica.com/careers.
Job Description
Under indirect supervision, the Tech Support Specialist I will provide remote technical support for internal and external customers. Responsible for all facets of providing centralized Customer support concerning all Medical Systems Group computers, network products, Surgical Integration imaging and integrated video products to OAI customers, Sales Representatives, Field Service Engineers (FSEs), and other related departments. Provide assistance to Product Managers. Make suggestions for future training needs on Olympus imaging and integrated video products.
Job Duties
- Provide technical support and service for all Olympus Software and Surgical Integration customers via phone, e-mail, voicemail, and on-site interaction.
- Capture customer contact information in the support database.
- Periodic after hours technical phone assistance.
- Collaborates with various departments regarding customer-related issues and recommendations for improvement.
- Provide timely follow-up with customers to ensure satisfactory customer resolution.
- Issue return material authorization numbers to customers.
- Provide engineering technical assistance with test plans software images upgrades and validation processes.
- Follow established customer support escalation process.
- Will be required to train through structured corporate training programs and on-the-job training.
Job Qualifications
Required:
- Associates degree in Computer Science or Engineering or an equivalent combination of education and experience.
- Minimum of one years of technical support/customer service experience ideally working with professional highly educated customers.
- Experience with MS Office and support tracking systems is required.
- Ability to work flexible hours as required.
Preferred:
- Experienced user of Microsoft Office tools including Excel Word and Power Point.
- Strong customer service skills.
- Solid working knowledge of electronics, computer hardware, software and LAN concepts preferred.
- Proven ability to work under pressure.
- Demonstrate strong follow-up skills.
- Proven ability to resolve critical and complex technical issues independently.
- Experience with Windows related functions and software such as domain-level authentication file transfer capabilities and IIS Experience with XML batch file creating/editing command-line navigation.
- Experience with various remote access tools such as Secure Link, VPN, VNC, TeamViewer, etc.
- Ability to communicate technical information to non-technical customers.
- Technical knowledge of software products.
- Remote access/VPN experience.
- Ability to communicate effectively both orally and in writing.
- Ability to analyze customer problems and provide solutions.
Why join Olympus?
We offer a holistic employee experience supporting personal and professional well-being through meaningful work, equitable offerings, and a connected culture.
Equitable Offerings you can count on:
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Competitive salaries, annual bonus and 401(k)* with company match
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Comprehensive medical, dental, vision coverage effective on start date
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24/7 Employee Assistance Program
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Free live and on-demand Wellbeing Programs
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Generous Paid Vacation and Sick Time
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Paid Parental Leave and Adoption Assistance*
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12 Paid Holidays
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On-Site Child Daycare, Café, Fitness Center**
Connected Culture you can embrace:
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Work-life integrated culture that supports an employee centric mindset
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Offers onsite, hybrid and field work environments
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Paid volunteering and charitable donation/match programs
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Employee Resource Groups
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Dedicated Training Resources and Learning & Development Programs
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Paid Educational Assistance
*US Only
**Center Valley, PA and Westborough, MA
Are you ready to be a part of our team?
Learn more about our benefits and incentives: https://www.olympusamerica.com/careers/benefits-perks.
At Olympus, we are committed to Our Purpose of making people’s lives healthier, safer and more fulfilling. As a global medical technology company, we partner with healthcare professionals to provide best-in-class solutions and services for early detection, diagnosis and minimally invasive treatment, aiming to improve patient outcomes by elevating the standard of care in targeted disease states.
For more than 100 years, Olympus has pursued a goal of contributing to society by producing products designed with the purpose of delivering optimal outcomes for its customers around the world.
Headquartered in Tokyo, Japan, Olympus employs more than 31,000 employees worldwide in nearly 40 countries and regions. Olympus Corporation of the Americas, a wholly owned subsidiary of Olympus Corporation, is headquartered in Center Valley, Pennsylvania, USA, and employs more than 5,200 employees throughout locations in North and South America. For more information, visit www.olympusamerica.com.
You Belong at Olympus
We are deeply committed to fostering a respectful, fair, and welcoming workplace for all individuals, perspectives, and lifestyles. We believe in fostering a non-discriminatory, inclusive work environment where everyone feels a sense of belonging, in full compliance with legal standards. Empathy and unity are core to our company culture, empowering employees to contribute fully and flourish. We warmly encourage all who wish to bring their talents to Olympus to apply.
Applicants Requesting Accommodations: Olympus is committed to the full inclusion of all qualified individuals. As part of this commitment, Olympus will ensure that persons with disabilities are provided reasonable accommodations for the hiring process. If reasonable accommodation is needed, please contact OCAAccommodations@olympus.com. If your disability impairs your ability to email, you may call our HR Compliance Manager at 1-888-Olympus (1-888-659-6787).
Let’s realize your potential, together.
It is the policy of Olympus to extend equal employment and advancement opportunity to all applicants and employees without regard to race, color, national origin (including language use restrictions), citizenship status, religious creed (including dress and grooming practices), age, sex (including pregnancy, childbirth, breastfeeding, medical conditions related to pregnancy, childbirth and/or breastfeeding), gender, gender identity and expression, sexual orientation, marital status, disability (physical or mental) and/or a medical condition, genetic information, ancestry, veteran status or service in the uniformed services, and any other characteristic protected by applicable federal, state or local law.
Posting Notes: || United States (US) || Pennsylvania (US-PA) || Center Valley || Commercial Operations
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