Customer Technical Support Specialist I

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

**Position Summary**:
The Customer Technical Support Specialist Tier 1 provides broad technical support for STERIS Infection Prevention Technologies software products.

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. Such work often involves providing consultation and advice to Customer IT staff in performing root cause analysis of issues impacting the software. 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. Consults with and makes recommendations to customers on selection of hardware and software products to address their requirements.

**Duties**:
Actual percentages of time may vary based on assignments within the team. Some team members will focus primarily on implementation support, others on existing Customer support (upgrades and Customer projects), and others on direct front-line support.
- Direct front-line technical support (45%)
- Participates in 24/7 technical support coverage on rotational basis
- Designs simple to moderate-complexity custom reports/queries using proprietary software and MS SQL Server
- Performs bulk data updates as needed for Customers
- Troubleshoots issues, identifies root causes, and provides solutions
- Helps customer IT staff identify and solve problems related to workstation and server hardware or software affecting software performance
- Assists Customers in understanding functionality of software
- Documents activity, issues, and resolutions for Customer support issues

**Duties - cont'd**:

- Implementation and upgrade support (45%)
- Provides technical expertise for implementation and upgrade calls with Customers
- Assists and advises Customers with server and workstation set-up
- Loads data into Customer servers
- Validates workstation set-up prior to implementation visits
- Remotely install and configure STERIS software and interfaces on customer servers
- Coordinates technical activities and tasks with Customer IT counterparts
- Document activity and interactions with customer implementations and upgrades
- Occasional regional and national travel may be required in order to support implementation at STERIS or customer sites
- Testing and documentation (10%)
- Assists in testing new proprietary software
- Identifies areas of software, implementation, installation, or maintenance requiring improved documentation

Writes, reviews, and publishes documentation to support software

**Education Degree**:

- Bachelor's Degree

**Required Experience**:

- 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

**Preferred Experience**:
**Skills**:

- Must possess good interpersonal skills and the ability to communicate effectively and professionally with Customers
- Must exhibit strong problem-solving and analytical skills to understand complex problems and situations
- Must demonstrate attention to detail and responsibility in performing tasks
- Physical location that is able to access high-speed internet (cable modem)

STERIS is a leading provider of products and services that meet the needs of growth areas within Healthcare: procedures, devices, vaccines and biologics. We exist to fulfill our MISSION TO HELP OUR CUSTOMERS CREATE A HEALTHIER AND SAFER WORLD. STERIS is a $3B, publicly traded (NYSE: STE) company with approximately 16,000 associates and Customers in more than 100 countries.

STERIS strives to be an Equal Opportunity Employer.