Customer Technical Support Specialist I

STERIS Canada Corporation; Derby; On-site; GBP 30,000 - 40,000; Full time

Job summary

A global healthcare solutions provider is seeking a Customer Technical Support Specialist to deliver technical support for their Infection Prevention Technologies software products. The ideal candidate will have 3-5 years of technical support experience, strong problem-solving skills, and familiarity with MS SQL Server. Responsibilities include direct technical support, customer consultation, and assistance with software implementation and upgrades. The position offers a chance to make a significant impact in a leading organization.

Qualifications

• 3-5 years of technical support experience.
• Experience with personal and laptop computer configurations.
• Ability to diagnose hardware repairs on computers.

Responsibilities

• Provide direct front-line technical support for software products.
• Assist with implementation and upgrade support for customers.
• Test new proprietary software and document findings.

Skills

Interpersonal skills

Problem-solving skills

Analytical skills

Attention to detail

Tools

MS SQL Server

Computer hardware

Networking equipment

Job description

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.

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.

Key duties include:

• Direct front-line technical support, including acting as a first point of contact, providing remote technical and application support for software product end users, and participating in 24/7 technical support coverage on a rotational basis.
• Implementation and upgrade support, including providing technical expertise for implementation and upgrade calls with Customers, assisting and advising Customers with server and workstation set-up, and coordinating technical activities and tasks with Customer IT counterparts.
• Testing and documentation, including assisting in testing new proprietary software, identifying areas of software, implementation, installation, or maintenance requiring improved documentation, and writing, reviewing, and publishing documentation to support software.

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

Skills

• Must possess good interpersonal skills and the ability to communicate effectively and professionally with Customers in English.
• 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 an Equal Opportunity Employer.