What are the responsibilities and job description for the Technical Support Specialist (ON SITE) position at CAPSA SOLUTIONS LLC?
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 products.
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: Portland, OR
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 PST, 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 roll-outs 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
