At the forefront of technical support, our professionals pride themselves on delivering exceptional assistance to external customers, partners and employees.
We are seeking a dedicated individual to join our team in providing comprehensive technical support across the full life-cycle of Imprivata products for this remote opportunity out of Australia.
Key Responsibilities
* Leverage collective knowledge and expertise, knowledgebase, documentation and other information sources to resolve complex problems
* Troubleshoot, debug and reproduce customer scenarios using diagnostic tools to examine and resolve issues.
* Convey technical information at an appropriate level for any audience.
* Aims to empathize, advocate for, and maintain positive relationships with colleagues and customers.
* Create reusable knowledge articles based on problem data and case resolution and contribute to ongoing article maintenance and coach peers on Knowledgebase usage. Ensure CRM data is up-to-date at all times.
* Apply an appropriate sense of urgency and proactivity, recognizing the need for case re-prioritization and escalation based on customer and business impact.
* Utilize the Salesforce call tracking system to record all case details and close cases in a timely manner.
* Meet or exceed individual and team targets & SLAs
* Collaborate cross-functionally to diagnose and resolve customer issues.
* Adhere to regular shifted hours, with additional coverage flexibility as required. Including providing scheduled After-Hours coverage on a rotating basis.
* Occasional travel for onsite support, business meetings, training, conferences, etc., as required.
Qualifications
* Bachelor's degree or equivalent experience.
* 2+ years' experience providing customer service/support (application or technical ideally).
* Excellent written and verbal communication skills; as well as a professional telephone manner.
* Good time management skills and demonstrated ability to effectively prioritize own workload.
* Rational thinker with data-analytical and problem-solving skills.
* Ability to flex and prioritize workload with a sound focus on attention to detail and organization with the ability to multi-task.
Preferred Qualifications
* Addition language proficiency (Spanish and other European languages) advantageous but not essential.
* Industry certifications such as Microsoft, VMWare, Citrix, AWS, ITIL, Cisco, CompTIA.
* Familiarity with user authentication concepts and administration –Passthrough authentication, RDS session management, Kerberos, Biometrics, time-based tokens, proximity cards, RADIUS.
* Knowledge/experience of Application and Desktop Virtualization, especially Citrix.
* Familiarity of Microsoft Active Directory / User Management / LDAP concepts.
* Experience in Healthcare.