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Customer Support Analyst Ambra (Windows Admin And Networking) -Job Bank
Company | Intelerad Medical Systems |
Address | Vancouver, British Columbia, Canada |
Employment type | FULL_TIME |
Salary | |
Category | Medical Device |
Expires | 2023-08-18 |
Posted at | 10 months ago |
Company Description
- Participate in, and potentially lead, ad hoc projects to help improve Ambra’s support operations.
- Participates in incoming Tier 1 phone coverage on a regular basis and or when needed
- Manage and exceed customers’ expectations by providing excellent service
- Refer incidents to other parties when an incident is beyond your current skill-set;
- Log and document all incidents within a ticketing system and problems within ServiceNow received from customers or escalated from Customer Support Analyst L1
- Participate in sharing knowledge and publishing Knowledge articles
- Analyze, diagnose root causes, known errors and resolve challenging issues relating to software applications, Windows OS, SQL Server databases and other related technologies
- Manage customer major incidents or escalations and coordinate resolution efforts with key stakeholders (internal and external) by working cross-functionally to ensure issue ownership, action items, and communications are fulfilled. Ensure critical client SLAs are met.
- Work is performed remotely through secure connections, phone, and remote desktop sharing.
- Respond to client problems (phone/portal) Escalations from Customer support Analyst L1 and actively monitor client sites:
- Presents problem analysis and recommended solutions in a creative and logical manner working with R&D or Dev Ops Teams
- Ensure that all service level agreements (SLAs) are met and delivered according to Support specifications;
- 3-5 years of work experience in Windows administration and technical customer support
- Excellent communication skills in English (verbal and written)
- Experience in a medical and/or research environment - an asset
- Knowledge of Linux - an asset (not a prerequisite)
- Experience running queries in SQL - an asset
- Experience with SaaS or other technical software a plus
- Excellent Knowledge Mac OS is an asset
- Excellent Knowledge of Microsoft Windows operating systems for Servers and Workstations
- Excellent problem solving & analytical ability
- Ability to work under pressure
- Excellent customer service skills
- Displays high attention to the problem description, detail, and impact
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