Product Support Specialist

Bergenfield, NJ
Job Type:
Yrs of Exp:
2+ to 5 years

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Job Description

PURPOSE AND SCOPE Supports FMCNAs mission, vision, core values and customer service philosophy. Adheres to the FMCNA Compliance Program, including following all regulatory and divisioncompany policy requirements. The Product Support Specialist will work as a member of the support services team within Spectra ITs client facing technologies group. The role will include providing tier 2 support (advanced support) to customers. Ensures that problems and issues are identified, prioritized and resolved according to established policies and procedures. DUTIES ACTIVITIES CUSTOMER SERVICE Responsible for driving the FMCNA culture through values and customer service standards. Accountable for outstanding customer service to all external and internal customers. Develops and maintains effective relationships through effective and timely communication. Takes initiative and action to respond, resolve and follow up regarding customer service issues with all customers in a timely manner. PRINCIPAL RESPONSIBILITIES AND DUTIES Works as a support contact for all issues, concerns and questions that are escalated to tier 2 (advanced support) for Client Facing Technologies.. This additional support provides technical guidance and advice that is necessary for more complicated calls within Spectras messaging system. Identifies and researches the problem. Determines the appropriate actions to solve the problem by troubleshooting the application and data related errors. Reviews issues and isolates the source of problems linked to software issues, configurationset up errors or training issues. Troubleshoots application and data related errors. Works with Technical Support to determine solutions or alternatives to resolve the problems in a timely manner. Once analysis is completed, works with internal Technical Support to close these issues. Provide support, training and consulting as needed for internal users and stakeholders which include employees within the internal Sales department. Ensures new clinics are set up properly within the Client Facing Technology system, and ensures that all discontinued processes are executed correctly and in a timely manner. Conduct occasional testing of web applications and reports. Construct sample data to test programs and probe for failures. Keep abreast of enhancements, new applications and system developments. Maintain high level of expertise on client facing products. Work closely with development, product management and QA teams. Other duties as assigned. EDUCATION Bachelors Degree or equivalent work experience. 3+ years experience in a Product support role. EXPERIENCE AND REQUIRED SKILLS Excellent communication skills both written and verbal Ability to multi-task Ability to learn complex procedures tasks in a timely manner. Broad-based understanding of healthcare and laboratories. Experience working in Windows and Linux platforms Ability to work with continuously changing technologies is essential. Advanced knowledge and proficiency with relational databases preferred. Strong analytical and creative problem solving skills. Proven interpersonal skills must be professional at all times. Highly motivated.

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