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Customer Service/Technical Support Specialist

2 months ago

Derby, Derby, United Kingdom STERIS Canada Corporation Full time
Job Title: Customer Technical Support Specialist

At STERIS Canada Corporation, we help our customers create a healthier and safer world by providing innovative healthcare and life science product and service solutions around the globe.

We are currently recruiting for a Customer Technical Support Specialist. This is an excellent opportunity to join us in a technical customer service role in a division that drives the business forward through innovation.

The Customer Technical Support Specialist provides broad technical support for STERIS Infection Prevention Technologies software products. Spanish and Portuguese language skills are a must.

Key Responsibilities

This position provides direct front-line user support for IPT software products. Analytical and problem-solving skills are required to troubleshoot problems related to the software, including internal software issues and external factors such as printers, networking, and configurations of servers and databases.

The position provides implementation support and remote installation and upgrading of STERIS software. Additional responsibilities include handling customer requests such as bulk data updates, writing and delivering custom queries and reports, and assisting software development staff in testing new versions of the software.

Key Duties
  1. Direct front-line technical support (45%)
  2. Acts as a first point of contact, providing remote technical and application support for software product end users
  3. Participates in 24/7 technical support coverage on a rotational basis
  4. Designs simple to moderate-complexity custom reports/queries using proprietary software and MS SQL Server
  5. Performs bulk data updates as needed for customers
  6. Troubleshoots issues, identifies root causes, and provides solutions
  7. Helps customer IT staff identify and solve problems related to workstation and server hardware or software affecting software performance
Additional Responsibilities
  1. Assists customers in understanding functionality of software
  2. Documents activity, issues, and resolutions for customer support issues
  3. Implementation and upgrade support (45%)
  4. Provides technical expertise for implementation and upgrade calls with customers
  5. Assists and advises customers with server and workstation set-up
  6. Loads data into customer servers
  7. Validates workstation set-up prior to implementation visits
  8. Remotely installs and configures STERIS software and interfaces on customer servers
  9. Coordinates technical activities and tasks with customer IT counterparts
  10. Documents activity and interactions with customer implementations and upgrades
  11. Occasional regional and national travel may be required in order to support implementation at STERIS or customer sites
  12. Testing and documentation (10%)
  13. Assists in testing new proprietary software
  14. Identifies areas of software, implementation, installation, or maintenance requiring improved documentation
  15. Writes, reviews, and publishes documentation to support software
Requirements

Bachelor's Degree

Required Experience
  • 3-5 years of experience working in technical support of computers, networks, applications, etc.
  • Experience with MS SQL Server
  • Experience with the configuration of personal and laptop computers, printers, and various other hardware and software required
  • The ability to diagnose hardware repairs on computers and equipment
  • Fluent in English, Spanish, and Portuguese

STERIS Canada Corporation is a leading global provider of products and services that support patient care with an emphasis on infection prevention. We help our customers create a healthier and safer world by providing innovative healthcare, life sciences, and dental products and services.