Technical Support Specialist
Framingham, MA

Job Description

Job TitleTechnical Support Specialist

Job Description

In this role, you have the opportunity to

As a Key member of the Philips Lifeline Technical Services Team, provide responsive and proficient telephone support to customers with a goal of achieving customer satisfaction

You are responsible for

* Respond to incoming calls, email and personnel requests for technical support and make proactive outbound calls to assigned Site or Senior Living programs to identify issues before they occur and with a goal of building customer relationships.
* Documents all critical issues within the Technical support ticket system and escalate complicated site or senior living hardware, software, networking issues to Senior Technical Support Specialist for resolution or assistance.
* Provide after hours and weekend coverage on a rotating basis and respond to customer calls while on-call within 15 minutes. Transacts and dispatches necessary emergency response center equipment from off-site storage warehouse with a goal of assuring minimal system downtime. Log and track 100% of after hour's calls.
* Responsible for rotating assigned projects/duties and assist team members in their absence on their responsibilities (i.e. unprocessed Return Authorization's, return opportunities, updating program information, pending calls, billing repair report etc.).
* Log and maintain support calls in support ticket system on a daily basis.
* Create and monitor any customer complaints or product malfunction in complaint system.
* Responsible for field installation, service, and training of Philips equipment including but not limited to Personal Emergency Response Service ( PERS) for Philips Lifeline and Philips Lifeline Senior Living and Site Monitoring platforms.
* Performs a variety of moderately complicated projects such as track loaner equipment, ensure billable repair accuracy, equipment symptom reporting, and configure test station set-ups.
* Tier 2 support for internal customers
* Provide monthly customer training webinars on our product and software

You are a part of

Philips Lifeline Technical support team based in the Framingham, MA office.

To succeed in this role, you should have the following skills and experience

* High School diploma or equivalent; 2 years of college or Technical school training preferred.
* Requires a minimum of 2 plus years of experience in telephony customer service, preferably in a Technical environment.

Excellent oral and written communication skills Ability to logically analyze and troubleshoot technical issues Knowledge of Philips equipment/protocols/procedures/Services Knowledge of Microsoft Windows 2000, XP, 7 and 10 a must (Excel, Outlook, Word and Access) Experience troubleshooting PC's is required Basic networking knowledge is a plus Familiar with BTLE technology Knowledge with Cloud and Wi-Fi knowledge Able to troubleshoot thoroughly and patiently with our customers Ability to work in a fast paced & sometimes stressful environment while maintaining professionalism and proactive demeanor Ability to work independently and within a Team environment

Solid understanding of blue prints and floor plans

* Must be able to perform After Hour coverage on a rotating schedule
* 25% travel by air/auto may be required
* Basic low voltage knowledge
* Create and schedule service visit on a needed basis (Backup)
* Other tasks and projects as assigned

Why should you join Philips?

Working at Philips is more than a job. It's a calling to create a healthier society through meaningful work, focused on improving 3 billion lives a year by delivering innovative solutions across the health continuum. Our people experience a variety of unexpected moments when their lives and careers come together in meaningful ways.

To find out more about what it's like working for Philips at a personal level, visit the Working at Philips page on our career website, where you can read stories from our employee blog. Once there, you can also learn about our recruitment process, or find answers to some of the frequently asked questions.

Philips is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex (including pregnancy), sexual orientation, gender identity, national origin, genetic information, creed, citizenship, disability, protected veteran or marital status.

It is the policy of Philips to provide equal employment and advancement opportunities to all colleagues and applicants for employment without to age, color, citizenship, disability or perceived disability, ethnicity, gender, gender identity or expression, genetic information, marital or domestic partner status, military or veteran status, national origin, pregnancy/childbirth, race, religion, sexual orientation, or any other category protected by federal, state and/or local laws. Philips is an equal employment opportunity and affirmative action employer Disability/Veteran.

As an equal opportunity employer, Philips is committed to a diverse workforce. In order to ensure reasonable accommodation for individuals protected by Section 503 of the Rehabilitation Act of 1973, the Vietnam Veterans' Readjustment Act of 1974, and Title I of the Americans with Disabilities Act of 1990, applicants that require accommodation in the job application process may contact 888-367-7223, option 5, for assistance.

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