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MGC Diagnostics · 2 months ago

Software Support Specialist I

Saint Paul, MN, US

Full-time

Onsite

Entry Level

$50K/yr - $65K/yr

2+ years exp

MGC Diagnostics is a company focused on providing technical support and professional service for their software products. The Software Support Specialist I will troubleshoot and support interfacing and networking issues, assist customers with software installation, and ensure high levels of customer satisfaction through effective communication and problem-solving.

Health CareHealth DiagnosticsMedicalMedical Device

Responsibilities

Assist customer with installation and configuration of standalone and networked BreezeSuite, Ascent, and related software platforms

Troubleshoot installation errors of BreezeSuite, Ascent, and related software platforms

Troubleshoot basic interface errors and workflow issues related to BreezeConnect and AscentConnect

File software anomalies as needed when software errors occur

Provide prompt and courteous responses to customer inquiries, issues, or application questions. Determine when questions or issues should be answered or transferred to technical support for remediation. Take responsibility for satisfaction of the customer through ownership of customer issues through resolution. Ensure proper documentation at all times

Maintain accurate records for all customer contacts including Account, Contact, Asset, Opportunities and Case records in the CRM database

Follow procedural work instruction and standard operating procedures for the department including but not limited to: Technical Support, HL7 Interface, CRM documentation, Sales Order Entry, RMA entry, HIPAA Security

Provide education and documentation to customers that will allow them to use MGC Diagnostics products in an efficient manner

Responsible for quoting professional services for installation assistance when a user is not covered under a UCSA agreement

Provide management with timely written reports on recommendations, progress, and concerns. Become knowledgeable of accounts and alert management to any potential concerns

Maintain close communication with professional services, technical support, quality assurance, training, marketing, product management, software engineering, service, and validation staff to successfully support new products and software, and share customer issues

Customer Response Center Phone Management: All Implementation Specialists will adhere to department procedures prescribed for ACD line call center support

Accept other responsibilities as assigned

Complete training as identified by standard operating procedures and procedural work instructions

Regular attendance is an essential job function

Follow all company policies and procedures relating to confidential propriety information (CPI) including but not limited to what is outlined in the Confidentiality and Non-Solicitation Agreement

Qualification

Software installationWindows operating systemsCustomer serviceProblem-solvingInterpersonal communicationTime managementOrganization skillsLearning ability