Technical Customer Service Representative

Technical Customer Support Representative (TCSR)

This role reports to the Customer Support Manager.

Salary Range: $27-32/hour.

What You'll Do:
As a Technical Customer Support Representative, you'll provide technical phone support to customers using the OBIX system. Your main goal is to quickly find and fix their technical problems. You'll offer excellent customer service, work well with a team, manage your tasks effectively, and handle a busy workload. This role involves working on-call and rotating shifts, and you'll be expected to work independently with little supervision.

Your Responsibilities:

• Help customers through difficult or emotional situations.
• Respond to customer needs quickly and ask for feedback to improve service.
• Skillfully gather and analyze information to find solutions, working well with others to solve problems.
• Support Windows servers (2008, 2012, 2016) and desktops (Windows 7, 8, 10).
• Help with assigned projects, sharing updates on progress and changes.
• Finish projects and administrative tasks on time and correctly.
• Follow company policies and procedures.
• Support the company's goals and values.
• Help monitor BeCA calls.

Experience & Education:

• 3 to 5 years of relevant experience.
• An Associate's degree in a technical field or similar training from a two-year college or technical school is required. A Bachelor's degree is preferred.
• Must have MCP or MCTS certification, and A+ certifications. Network+ certification is a plus.
• You'll need to complete specific training and certification for our company's software.
• Experience using ticketing software.
• Experience working in a 24/7 environment.

Skills & Knowledge:

• Excellent ability to understand, analyze, troubleshoot, and fix technical problems.
• Strong communication skills, both spoken and written, and good phone manners.
• Solid understanding of Windows 7 Pro, Windows 8, and Windows 10 for desktop support and maintenance.
• Good understanding of Windows Server 2008/2012/2016.
• Experience with computer hardware for servers and workstations.
• Experience supporting network systems, including Microsoft Active Directory, TCP/IP, DNS, DHCP, WINS, anti-virus software setup, Windows Updates, IIS, and Terminal Services.
• Familiarity with database software.
• Able to write clear reports and emails, and communicate effectively with customers and co-workers.
• Skilled in using spreadsheet and word processing software.

Other Requirements:

• Willingness to travel occasionally and work overtime when needed.
• Must have a valid driver's license and passport.
• Must have reliable transportation.
• Maintain a professional attitude, treating everyone with respect, especially when under pressure.
• Be dependable and on time for work, meetings, and appointments.
• Able to carry and lift computer equipment weighing over 50 lbs.
• Able to hear audible alarms from the CCSI system.

What We Offer

• 3 weeks' vacation and 5 personal days
• Comprehensive medical, dental, and vision benefits starting from your first day
• Employee stock ownership and RRSP/401k matching programs
• Lifestyle rewards
• Remote work and more

About Us
OBIX, a business unit of Clinical Computer Systems, Inc. (CCSI), specializes in developing and supporting the OBIX Perinatal Data System, a comprehensive software solution designed for labor and delivery departments in hospitals. Operating within the healthcare industry, OBIX focuses on enhancing maternal and fetal monitoring by integrating seamlessly with hospitals' electronic health records (EHRs). Their offerings include real-time surveillance of fetal heart rates and maternal vital signs, comprehensive perinatal records, and various integration options to streamline clinical workflows. OBIX serves a diverse clientele, including hospitals and healthcare facilities across the United States and internationally, such as Dubai Health, which partnered with OBIX to enhance maternity and newborn care. As part of Harris Computer's healthcare vertical, OBIX remains dedicated to supporting obstetric professionals in delivering optimal outcomes for mothers and babies.