[Remote] Customer Technical Support Specialist III (Eastern US)

Note: The job is a remote job and is open to candidates in USA. STERIS is a leading global provider of products and services that support patient care with an emphasis on infection prevention. The Customer Technical Support Specialist Tier 3 provides expert technical support for STERIS Sterile Processing and Connectivity software products, focusing on delivering specialized support for complex issues and coordinating a team of Tier 1 and Tier 2 Specialists.

Responsibilities

• Provides primarily second-line telephone and/or desktop/server support via remote connection to customer servers
• Supports Tier 1 and Tier 2 Specialists on complex, high-profile or escalated issues
• Participates in 24/7 technical support coverage on rotational basis
• Designs complex custom reports/queries using proprietary software and MS SQL Server
• Performs complex bulk data updates, manipulations, and investigations as needed for Customers
• Assists Tier 1 and Tier 2 Specialists with complex data needs
• Analyzes log files and application and system diagnostics and metrics to identify advanced problems or issues. Collaborates with Customer IT staff to troubleshoot complex issues
• Investigates source code, configuration, databases and environments to resolve the most complex issues, escalating to developers as needed
• Documents activity, issues and resolutions for Customer support issues
• Provides expert technical expertise for implementation and upgrade calls with Customers
• Assists and advises Tier 1 and Tier 2 on complex Customer situations and requirements
• Loads data into Customer servers and assists Tier 1 and Tier 2 Specialists on complex data issues
• Performs all setup, installation, and configuration tasks for STERIS software and interfaces independently and supports Tier 1 and Tier 2 Specialists as needed
• Coordinates technical activities and tasks with Customer IT counterparts and assists Tier 1 and Tier 2 Specialists with topics requiring advanced expertise or experience
• Document activity and interactions with customer implementations and upgrades
• Provides direction to team of 3-6 Tier 1 and Tier 2 Specialists to distribute work and ensure tasks are completed in a timely manner
• Owns delivery of project work and Customer support to meet agreed upon timelines and objectives
• Assist in testing new proprietary software
• Identifies areas of software, implementation, installation or maintenance requiring improved documentation
• Writes, reviews and publishes documentation to support software

Skills

• BS in computer science or closely related field
• 3-9 years of experience working in technical support of computers, network, applications, etc
• 2+ years of experience in a Tier 2 level support role for a software or hardware company
• Experience in programming in MS Access, Java, Visual Basic, C# or similar language
• Hands-on working experience in MS SQL Server
• Experience with the configuration of personal and laptop computers, printers, and various other hardware and software required
• The ability to diagnose hardware repairs on computers and equipment
• Must possess good interpersonal and communication skills to effectively communicate with customers via phone and email
• Must exhibit strong problem-solving and analytical skills to understand complex problems and situations
• Must demonstrate attention to detail and responsibility in performing tasks
• Demonstrated knowledge of broad range of STERIS software solutions
• Ability to communicate well in high-pressure situations
• Ability to independently research and investigate problems in highly complex and variable environments
• Ability to manage Customer expectations by setting reasonable expectations and owning delivery of the solutions and outcomes
• Ability to administer projects and team resources to accomplish work tasks
• Physical location that is able to access high-speed internet

Benefits

• Competitive Pay
• Extensive Paid Time Off and (9) added Holidays.
• Excellent healthcare, dental, and vision benefits
• 401(k) with a company match
• Long/Short term disability coverage
• Parental Leave
• Additional add-on benefits/discounts for programs such as Pet Insurance
• Continued training and educations programs
• Excellent opportunities for advancement in a stable long-term career

Company Overview

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