POSITION OVERVIEW:

The Technical Support Engineer - Nocturnal will work 8pm to 4am. They will provide Tier 2 support for complex hardware and software issues, collaborate with Tier 1 and Tier 3 teams, and contribute to continuous process improvement.

Primary Responsibilities:

• Advanced Troubleshooting: Provide Tier 2 support for technical issues related to TruMed’s complex electro-mechanical hardware, refrigeration and control systems, using advanced diagnostic techniques to resolve problems efficiently.
• Escalation Handling: Act as the point of escalation for unresolved Tier 1 issues. Analyze cases, develop solutions, and guide customers or Tier 1 associates through the resolution process. Escalate to Tier 3 when necessary.
• Customer Interaction: Communicate with customers via phone, email, and chat, providing timely updates and ensuring a positive support experience with empathy and professionalism.
• Mentorship: Assist Tier 1 associates by sharing troubleshooting best practices and offering guidance on complex issues. Contribute to the training and development of the Tier 1 team.
• System Installations & Upgrades: Support customers with advanced installations, upgrades, and configuration of TruMed’s software and electro-mechanical hardware, ensuring compliance with company standards and customer requirements.
• Documentation & Reporting: Accurately document troubleshooting steps, resolutions, and interactions in the customer service management system (e.g., Salesforce). Contribute to the creation of knowledge base articles to streamline future issue resolution.
• Proactive Problem Identification: Monitor support trends, identify recurring issues, and collaborate with Tier 3 to drive improvements in processes and product reliability.
• Customer Education: Educate customers on product functionality and best practices to ensure optimal use and reduce support needs.
• Team Collaboration: Work closely with internal teams and customers, fostering teamwork and maintaining a professional, timely approach to service delivery.

Desired Skills:

• Strong hands-on experience with electro-mechanical hardware.
• Familiarity with refrigeration systems.
• Familiarity with remote desktop software and remote support tools.
• Excellent verbal and written communication skills, with the ability to explain technical concepts to non-technical users clearly and concisely.
• Strong customer service skills with a professional, friendly, and patient demeanor.
• Strong analytical skills and the ability to diagnose and resolve technical issues efficiently.
• Ability to think critically and troubleshoot complex problems while maintaining a calm and positive attitude.
• Ability to document issues, resolutions, and customer interactions accurately and thoroughly.
• Detail-oriented, with excellent time management and multitasking abilities.
• Ability to work effectively both independently and as part of a team in a fast-paced, dynamic environment.
• Willingness to learn, share knowledge, and contribute to a collaborative team environment.

Education:

• Associates degree in Engineering/Sciences or related field with at least 2 years of hands-on experience.
• Bachelor’s degree may substitute for the required work experience.

Desired Experience:

• Minimum 2 years of experience in technical support or a related customer-facing role, preferably within a technology or healthcare environment.
• Proven experience troubleshooting electro-mechanical hardware, refrigeration and control systems, and software.
• Experience with customer service tools, ticketing systems (e.g., Zendesk, Jira, ServiceNow), and CRM software (e.g., Salesforce).
• Experience with software installation, configuration, and updates.
• Proficiency in using diagnostic tools to identify, troubleshoot, and resolve technical issues.

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• Advanced Troubleshooting: Provide Tier 2 support for technical issues related to TruMed’s complex electro-mechanical hardware, refrigeration and control systems, using advanced diagnostic techniques to resolve problems efficiently.
• Escalation Handling: Act as the point of escalation for unresolved Tier 1 issues. Analyze cases, develop solutions, and guide customers or Tier 1 associates through the resolution process. Escalate to Tier 3 when necessary.
• Customer Interaction: Communicate with customers via phone, email, and chat, providing timely updates and ensuring a positive support experience with empathy and professionalism.
• Mentorship: Assist Tier 1 associates by sharing troubleshooting best practices and offering guidance on complex issues. Contribute to the training and development of the Tier 1 team.
• System Installations & Upgrades: Support customers with advanced installations, upgrades, and configuration of TruMed’s software and electro-mechanical hardware, ensuring compliance with company standards and customer requirements.
• Documentation & Reporting: Accurately document troubleshooting steps, resolutions, and interactions in the customer service management system (e.g., Salesforce). Contribute to the creation of knowledge base articles to streamline future issue resolution.
• Proactive Problem Identification: Monitor support trends, identify recurring issues, and collaborate with Tier 3 to drive improvements in processes and product reliability.
• Customer Education: Educate customers on product functionality and best practices to ensure optimal use and reduce support needs.
• Team Collaboration: Work closely with internal teams and customers, fostering teamwork and maintaining a professional, timely approach to service delivery