(USA) Optical Call Support Specialist - NSO Mon-Fri 8:30 AM - 5 PM

Position Summary...

What you'll do...

Influential Communication Possesses knowledge of Verbalnonverbal behaviors application and allocation of business communication stylestechniques in ambiguous and challenging situations situational awareness communication channelsmediums interpersonal skills and universal relationship building with ability to connect seemingly unconnected parties influencing styles To be able to carry out the following responsibilities Organizes thoughts and communicates credibly and concisely within scope Presents to and influences team members and business partners conveying messages through a basic understanding of the relevant context Utilizes relevant data and factbased information to articulate results and provide a recommendation in a structured manner Actively listens to others seeks and provides constructive feedback and provides ideasrecommendations on processes Proactively builds a professional network
System Management and Support Possesses knowledge of System issue resolution processes diagnostic procedures and system navigation To be able to carry out the following responsibilities Identifies and escalates unusual problems Follows proper notifications and escalation procedures Tracks and resolves common types of problems for relevant systems Documents resolution progress and provides feedback to stakeholders Troubleshoots typical technical problems using available tools and procedures Describes actions tools and procedures for problem reporting solving and resolution Utilizes specific tools and methods for isolating system problems and defining resolution approaches Explains the impact of planned changes contingencies Tests and implements changes to local system tools and documents changes Interacts with appropriate personnel to coordinate support efforts Understands and utilizes diagnostic tools and techniques Resolves common system tool problems
Service Workflow Possesses knowledge of Procedures for organizing work priorities warranty support documentation types and service agreement processes To be able to carry out the following responsibilities Organizes work priorities event updates outages programs and activities as well as the work of others Monitors work priority plan delays and explains the reason for delays to stakeholders Follows appropriate prioritization procedures and prioritizes actions Creates action plans that ensure the accomplishment of scheduled activities Raises awareness of potential bottlenecks and disruptions to schedules Addresses the types of support not covered by a specific service agreement Reviews warranty support documentation for applicability Works with partners on warranty repairs work orders and discrepancies Works with a specific aspect of warranty processing
HIPAA and Compliance Possesses knowledge of Federal and state compliance policies for example Vision screeners Associate OD states Fair Market Value NJ optician licensing equipment requirements HIPAA SarbanesOxley To be able to carry out the following responsibilities Identifies key issues covered under the law for example HIPPA SarbanesOxley Describes the background and rationales of applicable laws Highlights the implications of HIPAA on the organization Adheres to established internal standards and procedures abstracted from HIPAA
Partnership Collaboration Possesses knowledge of Stakeholder identification and mapping stakeholder analysis stakeholder communication stakeholder engagement techniques stakeholder management effectiveness tools and methods fluency in specialized business vernacular To be able to carry out the following responsibilities Supports the development of business cases and recommendations Owns the delivery of project activity and tasks assigned by others Supports process updates and changes Solves simple business issues Demonstrates functional knowledge of the business unitorganization being supported
Equipment Service and Support Possesses knowledge of Use of various hand tools for example handdrills grinders drill presses screwdrivers mallets Allen wrenches pliers use of precision measuring tools for example lensometers gauge masters seg aligners calibration tools calipers types of lubrications and their applications for example lubricating versus penetrating oils To be able to carry out the following responsibilities Performs routine installations and upgrades seeking guidance when needed Maintains databases of known problems Searches databases and produces reports as needed Assists in installations upgrades and repairs for a