Product Support Engineer

Job Title

The Technical Support Advisor will provide front-line user support for tools, technologies and products. In this role, you will solve a wide range of problems across Omnicell s broad technical services environment.

The focus is to deliver support and solutions to Omnicell customers while serving as an advocate for customer needs. You re interested by the way things operate and can figure out how technology works when things go wrong.

You can multitask across systems and applications, analyze, isolate and resolve a variety of technical issues and comfortably navigate a technical environment to solve for a better way.

You will act as the voice of the customer leveraging the company value of relationships matter to be the care provider s most trusted partner. The team provides support

A suitable candidate is a passionate transformer who could multi-task and utilize both written verbal communication skills to help our range of customers resolve their technical issues.

You re not only here to help fix technical issues, but also provide an outstanding customer experience. You stay focused on aligning the highest-level company priorities with effective day-to-day operations.

Responsibilities

Support customers through troubleshooting support inquiries across a broad spectrum of products and supporting triage on behalf of customer

Listen to customer and use your technical expertise, creativity and intellectual curiosity to meet their needs

Provide support across multiple channels including web requests, phone, follow-up service tickets, etc. (the amount of time will vary based on operational needs)

Be a voice and advocate for our customers when something doesn t feel right

Develop detailed knowledge about specific product lines and features

Actively seek solutions to customer needs, communicating trends to leadership and suggesting innovative solutions focused on the customer experience

Close teamwork and interaction with Field Service, Operations, Sales and Service Supply Chain organizations

Aptitude for acquiring skills in technical troubleshooting and an eagerness to learn and take on new challenges

Required Knowledge and Skills

Experience supporting customers via phone, e-mail, chat, andor in person

Passionate transformer for customer service and ownership of the customer experience including issue resolution

Able to self-manage and work independently in a fast-paced, continuously changing environment

Effective time management including ability to multi-task, organize and prioritize

Able to research and grasp technical information across multiple applications while talking with customers

Ability to document technical customer issues into notes that are consumable by other users

Collaborate with other team members to resolve customer issues, problems or concerns on a timely and effective basis

Proven success in a fast-paced support environment

Ability to deal with adversity while still delivering to expectations

Intellectually curious and gravitates towards tools and resources that enrich you

Available to attend required training on a fixed schedule during first shift hours

5% Travel

Basic Qualifications

Associate degree or technical certification in Computer Science, Business, or related fieldtechnologies.

Minimum of 2 years experience in a customer support role working with computer hardwaresoftware troubleshooting or high-volume contact center (20+ calls per day)

Preferred Knowledge and Skills

Experience in the healthcare industry is preferred

Certification in Microsoft (MCSA), ITIL Foundation, HDI Technical Support Professional or similar certifications

Basic knowledge of SQL (advanced scripting, database back-up restores)

Basic understanding of computer sy