Hotline Product Support

Hotline Product Support
6 months

The right candidate will have some form of technical background preferably in electronics technology or PC hardware. They will have some form of customer service background such as call center. They will have strong administrative skills, and be able to multi-task. An associates would be preferred. IT/helpdesk will have some cross over, but a career IT representative is probably not the best fit. This is more of an entry level position with potential to advance if the business determines there is a need to make the role full time. We are try-storming this approach to meeting business demands. Our customers are hospital staff, field service engineers, and clinical sales representatives. 


Experience: 1-2 years of experience: Education: Associates Degree or equivalent. Responds to customer product inquiries, answering technical questions, and analyzing problems via hotline, emails, or other written forms in timely fashion. Identify, manage, and resolve junior level troubleshooting problems with malfunctioning electro/mechanical equipment or software applications. Escalate technical issues to Tier II and Tier III product support representatives. This is a hotline product support position, not a helpdesk technician role. The following certifications are a plus: A+, Net+. PC Hardware repair experience preferred. Medical Device Experience preferred but not a "must have" 
Design and document minor electronics and cable assemblies. Utilize various electronic test equipment, such as meters, oscilloscopes and power supplies. Perform minor soldering and electronic repair. Troubleshoot electro-mechanical assemblies to the component level. Develop and document test processes for electronic equipment.

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