Senior Technical Customer Support Specialist

JOB SUMMARY:

Provide technical support for Hill-Rom WatchChild Products by identifying, troubleshooting, and recording customer problems in accordance with quality system requirements. The support shall be provided within a contact center environment primarily utilizing inbound telephone calls.

ESSENTIAL DUTIES AND RESPONSIBILITIES – Other duties may be assigned:

•Responsible for creating and maintaining exceptional customer value, employee value and shareholder value in an environment that is demanding and fluid due to customer expectations and developments in product technology or procedures
•Troubleshoot and provide technical instructions by identifying, troubleshooting, and recording customer problems in a multiple ACD contact center environment
•Responsible for processing service requests, part orders, and customer contacts for resolution within compliance of quality system and department polices and procedures
•Maintains technical product knowledge to keep abreast of updates and changes by continued product training or traveling to field installations for on-site training
•Responsible for maintaining obligatory requirements to meet quality system compliance e.g. follow processes and procedures as written; complete documentation accurately and in real time; process and file documentation accurately and in real time
•Performs remote on-call technical support after business hours and weekends

SUPERVISORY RESPONSIBILITIES:

This position has no supervisory responsibilities.
REQUIREMENTS
QUALIFICATIONS:

Perform this job successfully, and individual must be able to perform each essential duty satisfactorily. The education and experience requirements are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

EDUCATION AND/OR EXPERIENCE:

•Bachelor’s Degree from an accredited college or university or equivalent experience in either computer related or business administration fields of study
•Two years minimum working experience in a call center, help desk, or technical support environment providing telephone support exclusively
•One year of UNIX administration or development experience
•One year of Oracle administration or development experience
•One year of troubleshooting systems in a networking environment