Customer Technical Support Specialist I

HOW YOU WILL MAKE A DIFFERENCE

At STERIS we are a leading global provider of products and services that support patient care with an emphasis on infection prevention. Our mission is to help our customers create a healthier and safer world. Working at STERIS, you GROW, LEARN and MAKE A DIFFERENCE.

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

WHAT YOU WILL DO

The Customer Technical Support Specialist 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%)

• Acts as a first point of contact, providing remote technical and application support for software product end users
• 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 issue

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

Required Experience

1. 3-5 years of experience working in technical support of computers, networks, applications, etc.
2. Experience with MS SQL Server
3. Experience with the configuration of personal and laptop computers, printers, and various other hardware and software required
4. The ability to diagnose hardware repairs on computers and equipment

Skills

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