Technical Support Specialist II

JOB SUMMARY:

The Technical Support Specialist II is responsible for customer product installations and Technical Support, as well as internal Quality Assurance with some IS support and network responsibilities. The Technical Support Specialist will act as a lead in individually assigned areas and will take ownership for customer issues using all legitimate resources available to solve problems in a technical/customer support capacity. Product installations are conducted either remote or on site. Internal customer support and product testing may also be required. Uses professional concepts and company policies and procedures to solve a variety of problems. Works on problems of moderate scope where analysis of situations or data requires a review of identifiable factors. Exercises judgment within defined procedures and practices to determine appropriate action. Normally receives general instructions on routine work, detailed instructions on new assignments.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

?  Installation and support of the company?s software products for customers (on-site and remote)

?  Handling daily issues and questions from customers via incoming calls, emails, etc.

?  Assisting associates with technical issues related to company product (IS function)

?  Testing of company software products

?  Submit timesheet and statistical information as requested

 

ADDITIONAL DUTIES (TO BE ASSIGNED):

?  Oversee on-site customer installations

?  Tech Support Web-site Webmaster

?  Writing Technical Documentation

?  Gathering and submitting weekly statistical data

?  Act as liaison to and in concert with the company?s contracted Network Administrator

?  Follow company policy for expense reporting



MINIMUM REQUIREMENTS:

?  ASCIS degree, or equivalent experience, which is work experience with Windows based computer systems, MCSE, A+, MS Office, SQL and Oracle databases

?  Ability to be punctual and reliable for appointments and effectively meet deadlines

?  Conceptual knowledge of the Company?s product in a manufacturing environment

?  Extensive customer service experience and/or training

 

 

COMPANY DESCRIPTION:



Based in Salt Lake City, MasterControl has been at the forefront of providing innovative electronic quality management systems since 1993. MasterControl provides a configurable, easy-to-use, and integrated system to help companies effectively manage change control, training control, audits, corrective/preventive action (CAPA), and other forms-based quality processes under a single Web-based platform. MasterControl also offers comprehensive technical and customer support, including product training, installation, implementation, and validation services. Over 400 companies worldwide use our product to comply with FDA regulatory requirements and ISO quality standards.

 

We believe our employees are our greatest attributes, and we are always looking for qualified candidates to fill our open position as our company grows and expands.  In order to attract and retain extraordinary talent, we offer benefits for full-time employees incomparable to like-sized companies both within and outside the technology industry.  Some of these include:

 

- 100% company-paid medical insurance for employees

- Partially-funded dental plan

- $30,000 company-paid life insurance

- 3 weeks of PTO (vacation and sick time) available the first year of employment

- 9 paid holidays

- Cafeteria plan (Section 125)

- 401k plan