Eli Global

  • Level 2 Devices Support Associate

    Posted Date 2 weeks ago(6/11/2018 1:56 PM)
    Job ID
    2018-3050
    # of Openings
    1
    City
    Charlotte
    Job Location
    NC
    Category
    Information Technology
  • Overview

    The Devices Support Associate is responsible for assisting clients in the usage and maintenance of their Ophthalmic Devices and their interfaces. This position will provide daily frontline support through analysis of submitted issues, research, testing, and resolution determination. Additional responsibilities may include escalation monitoring, query generation, and defect tracking; as well as working with our software development and hosting teams to ensure that our product is stable, reliable, scalable, and responsive to our clients’ needs.

    Qualifications

    • 1+ years of experience in a technical support or related position.
    • Basic understanding of Network Protocols, Permissions, and Group Policies
    • Basic Data Base Knowledge.
    • Familiarity with privacy regulations, specifically HIPAA.
    • Ability to interact effectively with both, non-technical and highly technical
    • Willingness to research and figure out complex software issues.
    • Familiarity with troubleshooting methodologies.

    Preferred Qualifications

    • Ability to work independently.
    • Bilingual in English and Spanish.
    • Strong interpersonal skills
    • Familiarity with SQL Database and Salesforce is beneficial.
    • COMPTIA A+ Certification

    Responsibilities

    • Troubleshoot internal support tickets and work with development and

    hosting teams to resolve them.

    • Perform functional/system testing for Devices and the Medflow Program.
    • Resolve and prevent issues by providing guidance and subject matter

    expertise to internal teams.

    • Ensure that all internal and external service levels are met in a timely manner

    while meeting quality standards.

    • Use deductive problem-solving skills to investigate and solve a broad range

    of problems.

    • Leverage technical skills to analyze system configuration, logs, database

    contents, etc. to aid in defect resolution.

    • Identify defects in software and escalate them as needed to ensure that they are fixed.

    • Additional duties as deemed necessary by management.

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