Technical Customer Support Specialist

Technical Customer Support Specialist

 

Hill-Rom Holdings, Inc. is the parent company for Hill-Rom’s operations and has been a leading worldwide manufacturer and provider of medical technologies and related services for the health care industry, including patient support systems, non-invasive therapeutic products for a variety of acute and chronic medical conditions, medical equipment rentals, and information technology solutions since 1929.  Hill-Rom Holdings, Inc. (NYSE:HRC) currently employs more than 6,500 people worldwide, including approximately 2,000 at it’s global headquarters.  Our mission is simple:  Everyday we strive to make a positive difference in the lives of patients and those who care for them.

 

Hill-Rom offers its associates challenging work experiences, a collaborative team environment, and an atmosphere to continually develop your career. However, the strongest reason for working at Hill-Rom is the opportunity to put your passion for making a difference to work.

 

We are currently seeking a Technical Customer Support Specialist for our Cary, NC location. We offer an excellent compensation package and comprehensive benefits, including: competitive salary, 401K, Medical, Dental, Vision, Life Insurance and tuition reimbursement.

 

JOB SUMMARY: In this role you will provide software support for over 100 hospital customers utilizing Hill-Rom IT Solutions’ (HITS) NaviCare Patient Flow. You will provide technical support assistance by being part of a team that identifies, troubleshoots, solves and records customer problems in accordance with quality system requirements.

 

ESSENTIAL DUTIES AND RESPONSIBILITIES:

·  Responsible for interfacing with internal and external customers to provide application assistance in assigned product area.

· Manage the investigation and resolution of Technical Support issues for HITS systems through remote access of customer systems and utilization of field based technical resources where necessary.

· Troubleshoot software/ hardware and where necessary, create technical instructions that provide solutions for HITS diverse hardware and software platforms.

· Demonstrate knowledge and logical analysis techniques for complicated problems.

· Ability to resolve customer issues related to server/client technologies, networking and wireless devices.

· Responsible for processing and documenting service requests, part orders, and customer contacts for resolution within compliance of quality system and department polices and procedures.

· Responsible for recognizing when to issues require escalation to ensure resolution.

· Maintain technical product knowledge to keep abreast of updates and changes by continued product training and traveling to field installations for on-site training.

· Must maintain minimum standards for call closure, quality resolution and other metrics as defined by management.

· Perform remote on-call technical support after business hours and weekends as part of the department rotation.

· Other duties may be assigned.

 

EDUCATION AND/OR EXPERIENCE REQUIRED:

· Two year technical degree required or bachelors’ degree from an accredited college or university preferred.

· Two years minimum working experience in a technical call center environment, preferably in the health care industry.

· Strong background in customer service.

· Strong knowledge of software platforms and applications from Microsoft, e.g., SQL Server 2005, Server 2003, XP, Access

· Working knowledge and understanding of Sybase

· Experience with HL7 interfaces  

· Working knowledge of remote desktop software e.g. PcAnywhere, terminal server, VPN software

· Ability to read and write simple SQL based queries

· Ability to use FTP applications

· Ability to juggle multiple work assignments during high volume periods and prioritize urgent support requests with a high level of responsiveness and drive to obtain closure leading to customer satisfaction.

· Excellent communication skills.

· Good documentation skills

· Ability to effectively work within a team environment where team achievement supersedes individual achievement.

· General understanding of hospital day to day operations  

 

To apply, please use the following link:

https://v2.projectix.com/hillenbrand/jobboard/NewCandidateExt.aspx?__JobID=1502

 

At Hill-Rom, we strive to build a diverse work force through equal opportunity employment that

embraces and leverages the differences each individual has to offer.

 

M/F/D/V

 

NOTICE: All applicants receiving offers of employment will be required to pass a drug screen and criminal background check as a condition of hire. It is the policy of the Company to maintain a safe workplace free of the influence of illegal drugs and to vigorously comply with the requirements of the Drug Free Workplace Act of 1988.