Remote Case Support Technician
Kforce Inc

Job Info

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RESPONSIBILITIES:

Kforce has a client in search of a Remote Case Support Technician in Saint Paul, MN.The Remote Case Support Technician will be responsible for enabling key business and commercial objectives through the:

• Enablement of successful use cases with supported technologies
• Development of technical subject matter expertise
• Expedient identification and mitigation of risks/issues
• Establishment of strong partnerships across regions and business units
• Continuous process improvement

Responsibilities will include:

• Develop subject matter expertise across adopted and emerging hardware and software technologies
• Technical troubleshooting of issues during preparation for, and execution of, remote cases
• Utilize standard problem-solving methodology to resolve user issues: understand the issue, understand what is collectively known about the issue, solve the issue and share the experience with the team
• Potential On-Call support for urgent issue resolution
• Follow established protocols to complete system administration tasks
• Follow established business processes enabling collaboration and innovation for divisions/regions across all business units
• Assist with the development of playbooks and best practices supporting the successful implementation of Remote Case technology
• Quickly establishing rapport with staff and customers, displaying strong motivational skills daily, and demonstrating excellent social skills in a professional environment.
• Engage with a Community of Practice across business units and develop strong relationships
• Remain calm under pressure and address customer complaints in a professional manner

REQUIREMENTS:

• Bachelor's degree
• At least 5 years customer facing technical support experience
• Technical support and troubleshooting of Audio/Visual hardware, adaptors, and components
• Experienced with the support of complex adaptor/component input/output configurations and connectivity tools, including image splitters, power convertors, epiphans, Bluetooth and wi-fi
• Comfortable with remote engagements using MS TEAMS or ZOOM
• Experience being part of a diverse and globally distributed team
• Potential ability to travel 5%-10% to accommodate urgent support requests; COVID-19 precautions currently restrict travel; At this company, our priority is to protect and aid the health and safety of our employees, our physician customers, and their patients

Preferred Qualifications:

• High level understanding of remote support technology applied to medical device industry; And/or experience with equivalent remote support technologies
• Experienced with wearable technologies such as Vuzix, Realwear, or Iristick
• Exposure to technical support in a clinical environment such as a hospital
• Experienced with ITSM and ITIL practices
• Solid communication skills with the ability to handle stressful situations professionally

Kforce is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.

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