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Breg · 1 day ago

Software Support Analyst I

Carlsbad, CA

Full-time

Onsite

Entry Level

$50K/yr - $75K/yr

1+ years exp

Breg is a leader in the orthopedic industry dedicated to advancing orthopedic solutions. The Software Support Analyst I will provide technical support for the company’s product portfolio, manage customer relationships post-sale, and collaborate with cross-functional teams to enhance service delivery standards.

Health CareManufacturingMedicalSports

No H1B

Responsibilities

Owns the post-sales/post software implementation customer relationship and aims to delight customers with every engagement

Provides technical support via phone and email for the company’s product portfolio by answering 'how-to' questions, answering technical inquiries, diagnosing reported problems or configuration issues, recommending possible solutions and follows issues through to successful resolution

Effectively and accurately reproduces issue and provides accurate detailed technical information to internal teams as required to drive to resolution

Leads and manages the interactions with appropriate technical/programming personnel for customer problems that cannot be resolved quickly and monitors progress to problem resolution and initiates timely feedback to management and the customer

Leads and manages the interactions with Customer Care and other departments to ensure the complaint management processes is communicated and adhered to

Participates in and leads new, and existing, process development efforts focused on improved service delivery standards

Maintains an understanding of the order processing flows, the RMA processes and adheres to existing product complaint and documentation requirements

Creates and documents knowledge gained from every customer interaction to contribute to knowledge growth and expansion of the Technical Support Team

Documents all customer-reported problems in the ticket tracking system, including the nature of the enquiry, and the resolution recommended

Meets service delivery metrics as defined by the department and perform special projects and tasks as assigned

Responsible for behaving in a professional manner both internally and externally in relationships that positively impact the company's reputation and comply with the company's policies and practices

Responsible for being accountable and committed to demonstrating Breg’s cultural beliefs and achieving the key results of the company

Responsible for promoting Breg's culture within the organization using established tools such as storytelling, providing focused feedback, and recognition

The performance of the position is aligned with the culture of commitment and accountability, following the steps of: See it, Own it, Solve it, and Do it

Collaborates with cross-functional teams to drive excellence in patient care and business solutions

Qualification

Technical supportCustomer serviceProblem resolutionScripting toolsMicrosoft ExcelAnalytical skillsCommunication skillsTeam collaboration

Required

Bachelor's Degree in Computer Science, Information Systems, Life Sciences or an equivalent combination of education and work experience

At least 1 year experience and knowledge of working in technical support or customer support external customer-facing environments is required

Strong customer service background with the ability to present information effectively; possess a professional and friendly phone manner; strong written communication skills

Experience analyzing, assessing and resolving complex system level software issues. Highly analytical; can think outside the box to solve customer issues

Ability to work independently and as part of a team in a customer-driven, fast-paced environment

Ability to leverage scripting tools to continually improve process efficiencies

Computer proficient to include web browser/internet search, Microsoft (MS) Outlook, Word, and Power Point capabilities. Technical competence includes the ability to learn new software and systems and advanced proficiency in systems and Excel is required

A passion for innovation and a commitment to Breg's mission to Keep Moving Forward