Technical Support Coordinator

Job Description

As a Technical Support Coordinator, your role involves contributing to the maintenance and improvement of internal tools, processes, and data repositories. You will play a primary role in ensuring the effectiveness and efficiency of the escalation process to meet customer needs. It is essential for you to possess strong computer skills and communicate effectively through written documentation.Your key responsibilities will include:- Providing consistent monitoring and accurate documentation using various SHS customer service tools- Demonstrating exceptional customer service skills to enhance the customer experience and achieve customer satisfaction by assisting with the documentation and management of complex issues- Taking timely action and ownership on all open tickets to troubleshoot and resolve internal/external customer issues to their satisfaction, escalating issues if necessary- Meeting/exceeding individual service level metrics to fulfill customer/business needsThis role may be suitable for you if you:- Have exceptional communication skills to collaborate with customers and internal resources for implementing action plans- Are proficient in Microsoft Office Suite, including Outlook, Excel, and Word, along with other applications- Possess a positive attitude in all communications and thrive in a collaborative, cross-functional team environment- Utilize team abilities effectively to serve customers and collaborate with team members and counterparts in different parts of the organization to resolve customer issues- Foster an open, supportive environment consistent with the culture of Service Based LeadershipQualifications required for success in this role:- Fluency in English- Preferred candidate should have an associate or bachelors degree in a science-related or engineering field, or equivalent experience (Med-Tech Degree Preferred*)- IVD/Critical care experience is preferred- 4-6 years of comparable experienceWorking Hours: Monday to Friday, 9 AM to 6 PM As a Technical Support Coordinator, your role involves contributing to the maintenance and improvement of internal tools, processes, and data repositories. You will play a primary role in ensuring the effectiveness and efficiency of the escalation process to meet customer needs. It is essential for you to possess strong computer skills and communicate effectively through written documentation.Your key responsibilities will include:- Providing consistent monitoring and accurate documentation using various SHS customer service tools- Demonstrating exceptional customer service skills to enhance the customer experience and achieve customer satisfaction by assisting with the documentation and management of complex issues- Taking timely action and ownership on all open tickets to troubleshoot and resolve internal/external customer issues to their satisfaction, escalating issues if necessary- Meeting/exceeding individual service level metrics to fulfill customer/business needsThis role may be suitable for you if you:- Have exceptional communication skills to collaborate with customers and internal resources for implementing action plans- Are proficient in Microsoft Office Suite, including Outlook, Excel, and Word, along with other applications- Possess a positive attitude in all communications and thrive in a collaborative, cross-functional team environment- Utilize team abilities effectively to serve customers and collaborate with team members and counterparts in different parts of the organization to resolve customer issues- Foster an open, supportive environment consistent with the culture of Service Based LeadershipQualifications required for success in this role:- Fluency in English- Preferred candidate should have an associate or bachelors degree in a science-related or engineering field, or equivalent experience (Med-Tech Degree Preferred*)- IVD/Critical care experience is preferred- 4-6 years of comparable experienceWorking Hours: Monday to Friday, 9 AM to 6 PM

Keyskills :
ExcelWordStrong computer skillsExceptional customer service skillsMicrosoft Office Suite including Outlook