Tech Support Specialist I

Req ID: 5600

Working Location: PENNSYLVANIA, CENTER VALLEY

Are you looking for a company that cares about people’s lives and health, including yours? At Olympus, we help make people’s lives healthier, safer and more fulfilling, every day.

Let’s inspire healthier lives, together.

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 Requirements

REQUIRED QUALIFICATIONS:

* 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 QUALIFICATIONS:

* Experienced user of Microsoft Office tools including Excel Word and Power Point.

* Strong customer service skills. Demonstrate strong follow-up skills.

* Solid working knowledge of electronics, computer hardware, software and LAN concepts preferred. Technical knowledge of software products.

* Proven ability to work under pressure.

* 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.

* Remote access/VPN experience.

* Ability to communicate effectively both orally and in writing. Ability to analyze customer problems and provide solutions.

We realize work isn’t just a job to you.

It’s a big part of your life, but not the only part. That’s why we offer competitive salaries, a robust 401(k) program, annual bonus program and comprehensive medical benefits, as well as tuition reimbursement, flexible schedules, parental and adoption leave, on-site services and Colleague Affinity Networks — so you can be ready for where life can take you.

Olympus requires all new hires to be “fully vaccinated” against COVID-19, as defined by the Centers for Disease Control and Prevention (CDC), on or before their first day of work. Individuals who have been offered employment who have a disability, medical condition, or sincerely-held religious belief that prevents them from being vaccinated against COVID-19 are required to request and be granted a reasonable accommodation prior to their first day of work.

Olympus is passionate about the solutions it creates for the medical, life sciences, and industrial equipment industries, as well as cameras and audio products. For more than 100 years, Olympus has focused on making people’s lives healthier, safer and more fulfilling by helping detect, prevent, and treat disease, furthering scientific research, ensuring public safety, and capturing images of the world.

Olympus’ Medical business uses innovative capabilities in medical technology, therapeutic intervention, and precision manufacturing to help healthcare professionals deliver diagnostic, therapeutic, and minimally invasive procedures to improve clinical outcomes, reduce overall costs, and enhance the quality of life for patients. Olympus’ Medical portfolio includes endoscopes, laparoscopes, and video imaging systems, as well as surgical energy devices, system integration solutions, medical services, and a wide range of endotherapy instruments for endoscopic and therapeutic applications. For more information, visit www.olympus-global.com.

Olympus…True To You. True To Society. True To LIFE.

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 ||

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