Remote Technical Support Specialist Job in Massachusetts, United States Medimaps Group - creators of TBS Osteo powered by TBS iNsight ™ - medical AI technology.

Who you are

• Strong technical background, ideally with a degree or equivalent in Computer Science / Information Technology / Computer Engineering / Life Sciences - essential
• Minimum 2-3 years of experience in technical support (or as a product specialist)- essential
• Proven experience in software support and IT infrastructure support, with a strong record of troubleshooting and resolving technical issues related to software and hardware- essential
• Strong technical skills and experience in Field Support level 1 and 2 - essential
• Strong technical skills and experience in help desk ticketing systems (Salesforce, JIRA, other) - essential
• Good knowledge in Microsoft Windows environments, database operations and maintenance (Backup, Recovery, and Continuity), and SQL queries - essential
• Ability and experience in identifying and resolving problems and analyzing log files – essential
• Good understanding of workflows, modeling processes and the need for documenting your work - essential
• Attention to detail with a high level of accuracy - essential
• Excellent organizational and time management skills, with the ability to handle multiple tasks and priorities - essential
• Fluency in English - essential
• Network Management skills, with proficiency in LAN/WAN configuration, troubleshooting, and patch management – a plus
• Knowledge of relevant regulations and standards (IEC 62304, 82304) – a plus
• Good knowledge in ITIL methodology - a plus
• Experience with Agile methods and practice and software as medical device - a plus
• System Security & Vulnerability Assessment Knowledge, with the ability to implement security measures and conduct vulnerability assessments - a plus
• Experience in clinical diagnostic fields, pharma, or biotechnology - a plus

Desirables

• Customer service oriented
• Solutions oriented
• Adaptable
• Collaborative
• Transparent
• Trustworthy
• Willing to Learn and Grow
• Proactive
• Embrace Failure
• Motivated
• Positive Mindset
• Excellent communication
• Attention to detail
• Organized

What the job involves

• As Technical Specialist on our Global Client Care Team you will be the crucial link between our customers, the market and our R&D team, continuously communicating relevant information from the field to enable us to grow and develop our product solution portfolio.
• You will play a key role in ensuring total customer satisfaction by training, supporting and accompanying our customers worldwide, helping them to use our solutions optimally and providing any technical troubleshooting support required.
• Working directly with the Global Director of Client Care, you will have the opportunity to learn, grow and develop your career with the company as it scales up and expands into the USA and other locations.

Application process

• Timeline: Please note that the hiring process may take a few weeks. We value your application and promise to get back to you as soon as we possibly can. Thank you in advance for your patience.