Product Support Specialist (Canada)

Product Support Specialist (Canada)

As a Product Support Specialist, you serve as a link between user feedback and actionable solutions. This role will work cross-functionally to help our front-line Image Services (Service Desk) team supporting clinical research sites, Sponsor facing Project Management teams, and the internal Product Development and Technical assembly teams to ensure timely responses to internal and external customers and seamless resolution of technical issues related to our medical imaging hardware and software products in clinical trials. This role will be responsible for providing tier one technical support, triage and categorizing issues, and maintain a comprehensive knowledge base to improve overall product performance and user / customer experience.

Technical Support and Issue Resolution Management

• Triage front-line l feedback for video capture kit hardware issues, server / web problems, and other related technical challenges
• Diagnose, troubleshoot, triage, categorize and escalate problems with hardware and software requiring investigation to appropriate teams such as Product Management, Imaging Development, Logistics, IT Operations, Image Services or Project Management.
• Track issues through completion, ensuring documentation of a thorough root cause analysis, timely resolution and clear communication with all impacted stakeholders
• Maintain and continuously improve comprehensive knowledge base and technical support documentation
• Support requests for information (RFIs) related to product functionality and technical specifications
• Collaborate with cross-functional teams to streamline issue identification, escalation, prioritization and resolution processes and improve overall product performance
• Assist in the review of Verification / Validation test cases for issue resolution

Reporting and Knowledge Sharing

Additional Required Skills

Desirable Skills

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$46,500 - $77,000 a year

Compensation details : 46500 Yearly Salary

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