Customer Support Engineer

Job Title: Customer Support Engineering Specialist Job Type: Contract Location: remote Work Authorization: Must be a US Citizen due to government related work Job Overview: The Customer Support Engineering Specialist is responsible for resolving product, configuration, and application issues/questions. Provide support to customers experiencing application workflow/clinical issues displaying an in-depth client workflow or clinical knowledge and/or technical difficulties displaying in-depth technical knowledge of the technology in the Software Products. Working knowledge of operating system (for example file transfer, etc.). Work in a team, mentor others and be responsible for achieving defined goals. Requires the ability to communicate effectively with customers and coworkers regarding application/technical issues. Follows procedures for reporting application bugs and updating. Essential Responsibilities: • In this role, you will:Respond to customer requests via phone, portal and email. • Research and troubleshoot issues involving all aspects, including but not limited to user interface, network and communication connectivity and performance, Cloud and on- premise component interoperability, data collection/storage, visualization, analytics, machine monitoring software and associated control systems, and hardware infrastructure. • Troubleshoot and identify product problems for presentation to engineering or Cloud infrastructure teams for resolution or disseminates appropriate information necessary to correct configuration issues. • Adhere to all processes and methodology for Knowledge Centered Support. Create knowledge content for the Knowledge base. • Uses troubleshooting techniques and programming skills to analyze and resolve customer issues as assigned in compliance with the standard turn-around time or project milestones • Understands and follows departmental standards • Acts as a technical resource to other members of the department and customers • Analyzes and resolves most software issues with minimum assistance • Has in-depth knowledge of at least 1 major product. Supports multiple products or suites, while maintaining a high level of quality. Has a concentration in/familiarity with other applications to develop integration expertise. • May write or contribute user/technical documentation and case notes • May be required to work overtime, on-call, weekends, and holidays • Identify and report any personal quality or compliance concerns immediately to the Quality Organization, ensure timely dispatch closure • Participate in continuous improvement activities by identifying and appropriately escalating process and product quality gaps • Flexibility to provide onsite support, as needed • Provides customer support in 24x7 environment • Be willing to work non-standard shifts on a regular basis Location: • Flexible, US preffered, but as long as the shifts can be supported, we would be flexible. Basic Qualifications: • Bachelor’s Degree or Associates and 1 year of progressive experience within technical service role or equivalent (defined as High School Diploma/GED and 4 years progressive experience within technical service role: software, hardware, networks databases, and/or desktops. • Computer skills to include knowledge of software programing and database applications • Eligibility Requirements:Good command of the English language • Good English writing skills • Desired Characteristics:Ability to work independently with minimum direction • Effective communication skills. Demonstrated ability to effectively interface with cross-functional teams Shift Requirements: The standard shift will be Tues-Thursday 22:00-06:00. They will also need to have the ability to cover additional shifts, any five days within Sunday-Satureday 14:00-22:00, and the same for 22:00-06:00 GMT. We attempt to give 2 week notice of change, though on occasions they can change with less notice.