Technical Solutions Specialist

Looking for a career with a technology company on the cutting-edge of its field and a laser-focus on customer service? Do you thrive in dynamic, fast-paced environments? Do you reside in or want to relocate to beautiful Traverse City? Midmark RTLS is looking for you! We are seeking enthusiastic and driven individuals to fulfill an opening for a Technical Solutions Specialist in our RTLS Support department.  Responsible for technical support of the Midmark RTLS solutions. This involves coordinating with project teams, supporting system implementations, providing email and phone support, generating Floor Plan Views as well as assisting and training clients in the use and application of software.  If this sounds like a place you can thrive, we encourage you to submit your resume today. General and more specific qualifications are listed below.

JOB SUMMARY:

Primarily responsible for technical support of the Midmark RTLS solutions. This involves coordinating with project teams, supporting system implementations, providing email and phone support, generating Floor Plan Views as well as assisting and training clients in the use and application of software. Must exercise excellent, discretionary judgment in direct communications to the Midmark RTLS end-user customers and system integrators.

 

ESSENTIAL/PRIMARY DUTIES:

• Provide ongoing technical support including maintenance, upgrades, email, and phone support
• Provide rotating 24-hour phone coverage as needed
• Provide remote technical support for the installation, modification, and testing of RTLS products
• Assist and train customers and system integrators in the use and application of our software
• Triage incoming tickets and perform troubleshooting of RTLS-related issues to resolution
• Perform basic RTLS software set-up, VPN access, SQL querying; execute view creation
• Assist in maintaining the integrity of customer RTLS systems remotely, with occasional travel to customer sites for implementation or support activities
• Accurately document all support activity in the ticket system in accordance with established SLA guidelines
• Generate change order requests in the ticket system and organization CRM
• Maintain timely resolution of all support tickets
• Assist in testing new hardware and software releases

 

SECONDARY DUTIES:

• Help establish and maintain in-house training programs for employees on various software/hardware products
• Work closely with teammates in the creation of knowledge base and known issue articles
• Provide notification to management and related teams regarding QC or QA issues upon identification
• Provide reports as required
• Understand and work according to the ISO Quality Manual
• Meet division goals

 

EDUCATION and/or EXPERIENCE:

Associate degree in mathematics, computer science, engineering and/or equivalent combination of education/experience required, bachelor’s degree preferred. 2 years of technical/customer support experience, preferably in the areas of electronic components, computer systems, software and/or application support preferred. Prior experience installing and using RTLS products preferred, but not required.

 

COMPETENCY and/or SKILL: 

• Technical position requiring an in-depth understanding of information technology
• Superior problem-solving skills
• Excellent organizational, verbal, and written communication and interpersonal skills with a high degree of attention to detail
• Ability to organize and prioritize projects in a deadline-intensive environment
• Must possess strong interpersonal skills and have the ability to interact with teammates and customers of varied technical knowledge in a calm, professional manner
• Eagerness to learn and share expertise and knowledge to improve the technical capabilities of our internal teams and the customers we support
• Empathy for customer experience and a passion for providing exceptional service experience
• Understanding of Windows operating systems preferred
• Ability to multi-task and complete responsibilities timely and accurately
• Knowledge of test and troubleshooting methodologies
• Knowledge of training techniques and methods
• Ability to work independently and as part of a team
• Previous knowledge of working in Zendesk or similar Technical Support management product preferred
• Knowledge of workflow in hospital systems preferred
• Working knowledge of SQL preferred
• Working knowledge of IT networks preferred
• Cursory knowledge of the Linux command line preferred

 

SUPERVISORY RESPONSIBILITIES: