ABOUT COOPERSURGICAL:

CooperSurgical is a leading fertility and women’s healthcare company dedicated to putting time on the side of women, babies, and families at the healthcare moments that matter most in life. CooperSurgical is at the forefront of delivering innovative assisted reproductive technology and genomic solutions that enhance the work of ART professionals to the benefit of families. We currently offer over 600 clinically relevant medical devices to women’s healthcare providers, including testing and treatment options.
CooperSurgical is a wholly-owned subsidiary of CooperCompanies (Nasdaq: COO). CooperSurgical, headquartered in Trumbull, CT, produces and markets a wide array of products and services for use by women’s health care clinicians. More information can be found at www.coopersurgical.com.

JOB SUMMARY:

Diagnose and independently resolve on-site or remote user computing systems incidents and underlying problems including high complexity, multi-location impacting incident management.
Installs, configures, evaluates, maintains, monitors, and troubleshoots client computing hardware and software to meet or exceed published SLA’s, with effective management of the customer relationship during the support process. Primarily responsible for providing first level support through handling incoming queries from internal customers. Provides user support in highly virtualized global environments. Initial customer contact could be over the phone, via request and incident management self-service, email, messaging or in person.
Installs, configures, evaluates, maintains, monitors, and troubleshoots client computing hardware and software to meet or exceed published SLA’s, with effective management of the customer relationship during the support process. Primarily responsible for providing first level support through handling incoming queries from internal customers. Provides user support in highly virtualized global environments. Initial customer contact could be over the phone, via request and incident management self-service, email, messaging or in person.

KNOWLEDGE, SKILLS AND ABILITIES:

• Exceptional Customer Service skills, including but not limited to excellent telephone manner and the ability to manage challenging situations and expectations.
• Proven analytical and problem-solving abilities.
• Ability to effectively prioritize and execute tasks in a high-pressure environment.
• Excellent written, oral, and interpersonal communication skills with a focus on listening and questioning skills.
• Ability to conduct research and products to provide support as required.
• Ability to present ideas in business-friendly and user-centric language.
• Excellent technical knowledge of client computing hardware and software, including operating systems, applications, and related products, web browsers, and utility tools such as anti-virus, file management and deployment software.
• Working technical knowledge of current protocols, operating systems, and standards.
• Excellent technical knowledge of mobile devices (smart phones, tablets, etc.).
• Team-oriented and skilled in working within a collaborative environment.

EXPERIENCE:

• Extensive application support experience
• Hands-on hardware troubleshooting experience
• Extensive equipment support experience with laptops, desktops, mobile devices, etc.
• 2 years equivalent work experience; or an equivalent combination of education and experience

EDUCATION:

• A degree in the field of computer information systems and/or professional qualifications with work experience.
  As an employee of CooperSurgical, you’ll receive an outstanding total compensation plan. As we believe your compensation goes beyond your paycheck, we offer a great compensation package, medical coverage, 401(k), parental leave, fertility benefits, paid time off for vacation, personal, sick and holidays, and multiple other perks and benefits. Please visit us at www.coopersurgical.com to learn more about CooperSurgical and the benefits of becoming a member of our team.
  To all agencies: Please, no phone calls or emails to any employee of CooperSurgical about this opening. All resumes submitted by search firms/employment agencies to any employee at CooperSurgical via-email, the internet or in any form and/or method will be deemed the sole property of CooperSurgical, unless such search firms/employment agencies were engaged by CooperSurgical for this position and a valid agreement with CooperSurgical is in place. In the event a candidate who was submitted outside of the CooperSurgical agency engagement process is hired, no fee or payment of any kind will be paid.
  We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender, gender identity or expression, or veteran status. We are proud to be an equal opportunity workplace.

• Responds to first level inbound calls and electronic requests from internal customers.
• Creates and documents all support incidents from internal customers into the IT Service Management system.
• Provides first line support to resolve all tickets at the service desk before transferring to other IT and business teams.
• Analyzes and attempts to resolve tickets related to software and hardware.
• Establishes and develops relationships with other IT teams through frequent constructive communication.
• Complies with and supports policies and procedures.
• Ensures timely resolution or escalation of tickets and promptly communicates progress to internal customers.
• Handles customers’ issues or requests with a professional attitude.
• Complies with and supports policies and procedures.
• Participates in the out of hours support call rotation.
• Performs other related duties as assigned.