Technical Customer Service Specialist

Education Management Solutions (EMS) is the leader in integrated software and hardware solutions for clinical skills and simulation lab training assessment environments. EMS is dedicated to producing the highest quality products using innovative technology and providing powerful support.  

We are currently seeking a hardworking, accountable, and self-motivated Technical Customer Service Specialist for our Customer Service Department.  If you are a detail oriented person who possesses good communication and leadership skills and are interested in an opportunity to determine your own success, then you are a strong candidate for this position.

Responsibilities for the Technical Customer Service Specialist include:

 

· Troubleshooting technical issues relating to software, hardware use and configurations through remote connections, telephone support and email.

· Ability to provide excellent support through all phases of the service cycle, i.e. documenting, monitoring and tracking issues to ensure timely resolution.

· Ability to prioritize, organize and follow through on support issues until they are resolved.

· Ability to be on call via Pager.

· Ability to organize and facilitate on-site and web-based custom training.

Ability to communicate and interact with our staff – a TEAM PLAYER.

 

Requirements include:

 

· Minimum of two years Customer Service experience in the software industry supporting complex software products; Level I – II software support experience preferred.

· Experience with hardware trouble shooting.

· Strong verbal and written communication skills.

· Customer-friendly attitude.

· Good analytical and systematic problem solving skills.

· Must be able to multi-task and prioritize calmly and rationally.

· Experience with defect testing systems preferred.

· Experience with Microsoft products, especially with SQL Server.

Prior development experience preferred.