Veterans Preferred - BXTRJP00023919 - USA - Technical Analyst/Other I

Company: MODIS
Location: Skaneateles
Posted on: September 15, 2023

Job Description:

Military Veterans are Encouraged to Apply. -Akkodis is looking to hire a Technical Analyst that is able to go onsite in Skaneateles, NY. Must be willing to work a contract position.pay rate is $20-$25/HourThis position supports the Companies customers who operate one of the many medical devices it manufactures. This is a Tier I call center position working queue calls. This is not a typical help desk position; this team does not troubleshoot PC problems or standard desktop software applications. This position requires personnel to troubleshoot medical equipment deployed in hospitals, clinics, doctors offices, pharmacies, and other sales channels. Agents primarily handle two types of issues; 1) problems with the medical device itself (hardware), 2) problems with the medical device transferring diagnostic and/or vital sign data to the clients network. (software/connectivity).
Responsibilities include the following:
1. Take ownership of customer and partner issues through resolution by providing technical support to our customers and partners via phone, email and other support channels as required.
2. Research, diagnose, troubleshoot, and identify solutions to resolve customer and partner issues related to application use and configuration.
3. Assist field service technicians with remote troubleshooting activities (hardware and software).
4. Provide prompt and accurate feedback of issue status to customers and partners.
5. Effectively and professionally communicate complex technical issues to a broad range of customers, partners, and departments internal and external to the organization.
6. Periodically assume after hours/weekend on-call rotation; work extended hours on occasion to resolve critical break/fix issues for top tier customers.
7. Accurately and professionally document all communication with customers and partners within the call and quality system according to regulatory requirements.
8. Proactively collaborate with peers to assist in resolving customer and partner issues.
9. Escalate customer issues to Tier II/III teams as needed. Provide detail description of the problem along with troubleshooting steps that have been performed and all outcomes resulting from actions.
10. Place orders for parts as related to service repair and troubleshooting for customers and field service.

Requires excellent interpersonal and relationship skills, innovative approach to problem-solving. A commitment to quality and customer service is required. Prior call center experience preferred, BMET experience highly desired. Associates degree in electronics or computer technology is preferred; equivalent experience is acceptable combined with technical certifications. Requires 3 to 5 years of experience in network system support, call center associate or acute care experience with a technical background.

Pay Details: $20.00 to $25.00 PER HOUR

Benefit offerings available for our associates include medical, dental, vision, life insurance, short-term disability, additional voluntary benefits, EAP program, commuter benefits and a 401K plan. Our benefit offerings provide employees the flexibility to choose the type of coverage that meets their individual needs. In addition, our associates may be eligible for paid leave including Paid Sick Leave or any other paid leave required by Federal, State, or local law, as well as Holiday pay where applicable.

Equal Opportunity Employer/Veterans/Disabled

To read our Candidate Privacy Information Statement, which explains how we will use your information, please navigate to https://www.modis.com/en-us/candidate-privacy

The Company will consider qualified applicants with arrest and conviction records subject to federal contractor requirements and/or security clearance requirements.

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