Hardware Support Specialist

This position requires residency within the Pacific or Mountain Time Zones (PST/MST)

Helping Save More Lives

That’s our mission. It’s our business. We are seeking a team player who is passionate about making a commitment to our mission — and making it their business.

RQI Partners, a partnership between the American Heart Association and Laerdal Medical, is growing and seeking qualified candidates to propel a bigger, bolder, and trailblazing impact.

We invite you to review the requirements of the position below. If the opportunity to shape, promote, and amplify initiatives that improve cardiac arrest survival rates inspires you, RQI Partners wants to hear from you.

Helping Save More Lives. — Our Mission, Our Business.

Position Overview: 

The Hardware Support Specialist delivers exceptional technical support to RQIP customers by providing remote or in-person service to ensure the customers RQI equipment is in optimal condition.   

Position Holder is Accountable For:

• Provide prompt and efficient technical support to RQIP customers regarding all hardware and software-related inquiries. This includes addressing hardware malfunctions, network issues, software bugs, system errors, and other technical issues.
• Create and manage service tickets for all customer interactions, through to closure, ensuring visibility to case status and outcomes.   Document troubleshooting steps, resolutions, and any relevant information to facilitate knowledge sharing and improve future support processes.
• Utilize expertise and knowledge of RQIP equipment and software to identify and resolve hardware-related problems. Conduct thorough troubleshooting and diagnostics to determine the root cause of issues and implement appropriate solutions.
• Ability to perform hardware repairs and maintenance tasks as required. This includes replacing faulty components, upgrading hardware, and ensuring that all equipment is functioning optimally.
• Provide basic setup, troubleshooting and preventative maintenance training.
• Effectively communicate back to customer or internal contact so that solution and root cause are fully understood.
• Collaborate with RQIP Distribution Center and other teams to identify hardware trends and escalate appropriately.
• Ensure return of equipment involved in service requests, by executing prompt customer follow up.

Required Skills and Competencies:

• Associate's degree in information Technology or related field., equivalent combination of required education and practical experience. experience.
• Minimum of 3 years’ experience in a customer support role, with a focus on technical / hardware support.
• Ability to understand and troubleshoot technical platforms and communicate resolutions to end-users.
• Excellent interpersonal, communication & collaboration skills
• Excellent customer service skills, ability to work well under pressure, professional demeanor, and strong written and oral communication skills
• Valid drivers license
• Ability to lift and carry to 70 pounds on a regular basis
• Frequent travel (up