Product / Technical Support Representative

VISICU has an excellent opportunity for a Product/Technical Support Representative.  In this role, you will provide customer care to VISICU?s customers throughout the US. Our customers are hospital systems who are using VISICU?s eICU? solution to improve the quality of care in their critical care units and  . . . to ultimately save lives.

As a Technical Support Rep, you will:  

? Build strong relationships with customers? technical staff by engaging in on-going and proactive e-mail and phone support.

? Provide technical support for VISICU?s proprietary software products.

? Assist in identifying technical problems by researching tools & solutions to better troubleshoot technical problems.

? Analyze, evaluate and work to resolve customer inquiries and issues.

? Assist with Tier 2 and Tier 3 resolutions.

? Facilitate communication of issues and resolution to customers and appropriate internal staff.

? Manage customer configuration and other customer information necessary to provide timely support.

? Perform remote software upgrades at the customer?s site.

? Open and close trouble tickets accurately in a timely and thorough manner.

? Identify potential product problem areas and provide documented detail of the issue.

? Participate in off-hours/weekend customer support rotation as needed.

? Provide customer with courteous, responsive and professional image of VISICU.

 

Requirements:

The successful candidate will have a clear understanding of the value of providing the customer with quality service.  In addition he/she will:

? Have a technical degree or equivalent experience.

? Be able to demonstrate strong written documentation skills.

? Familiarity with computer operating systems/Windows.

? Be self-motivated and energetic disposition.

? Have good organization skills for high-paced environment.

? Excellent verbal communication skills.

? Be proficient with Microsoft Office (Word, Excel, Outlook, etc.)

 

Familiarity with the following is helpful but not required:

o  Windows 2003 server

o  Active directory

o  Veritas

o  Networking

o  Remote access tools

 

VISICU provides an excellent benefits package, the opportunity to learn, grow and is a company where you can make a difference.  To apply, please send your resume and cover letter to staffing@visicu.com