Technical Sales Support Specialist I

About the position

Responsibilities

• Troubleshoots technical problems to determine the root cause while providing the client with timely status updates until resolution.
• Become a software expert in your assigned software application(s).
• Demonstrate responsiveness and sense of urgency in all customer interactions.
• Document tickets and customer interactions using issue tracking system.
• Supports QMS requirements related to compliant customer Vigilance and MDR compliant handling.
• Participates in the creation and maintenance of a Support knowledgebase content.
• Research issues by collaborating with other internal resources when a solution is not readily available.
• Advocate for customers by coordinating and communicating suggestions for software enhancements.
• Supports equipment set-up needs, account specific application configurations, and trains healthcare professionals in the use of Preventice products.
• Participates as an important member of the Customer Service Team.
• Develop and deliver training and troubleshooting documentation to support medical device development programs, clinical investigations and product launch programs.
• Reports system malfunctions or performance issues to appropriate Preventice Support personnel and outsourced providers.
• Provides support for internal teams including clinical trials, deployment services, marketing, and sales.
• Assists the System Test team in conducting validation and verification activities.
• Works to achieve the day-to-day Customer Service Team's quality objectives and goals.
• Effectively communicates with Technical Support Lead and other team members to coordinate program objectives.
• Ability to travel to customer site to resolve issues or deliver training.
• Performs requisite administrative tasks, including but not limited to preparing reports, scripts, procedures, and other necessary documentation.

Requirements

• University degree or the equivalent combination of education and experience required.
• 1-2 years customer facing role experience.

Nice-to-haves

• Proficiency with MS Office (Word, Excel and PowerPoint).
• Effective communication skills, including listening, writing, and speaking.
• Strong time management skills and ability to effectively manage multiple priorities.
• Strong analytical, problem-solving, and interpersonal skills.
• Ability to translate customer requirements into product functionality and design.
• Ability to work independently and integrate into a team environment.
• Experience providing customer support for software applications.
• Experience conducting training for existing customers or prospects.
• Ability to lead training sessions with confidence.
• Previous experience within software industry or clinical research is preferred.

Benefits

• Compensation for non-exempt (hourly), non-sales roles may also include variable compensation from time to time (e.g., any overtime and shift differential) and annual bonus target.
• Compensation for exempt, non-sales roles may also include variable compensation, i.e., annual bonus target and long-term incentives.