Kforce has a client in search of a Remote Case Support Technician in Saint Paul, MN.The Remote Case Support Technician will be responsible for enabling key business and commercial objectives through the:
Enablement of successful use cases with supported technologies
Development of technical subject matter expertise
Expedient identification and mitigation of risks/issues
Establishment of strong partnerships across regions and business units
Continuous process improvement
Responsibilities will include:
Develop subject matter expertise across adopted and emerging hardware and software technologies
Technical troubleshooting of issues during preparation for, and execution of, remote cases
Utilize standard problem-solving methodology to resolve user issues: understand the issue, understand what is collectively known about the issue, solve the issue and share the experience with the team
Potential On-Call support for urgent issue resolution
Follow established protocols to complete system administration tasks
Follow established business processes enabling collaboration and innovation for divisions/regions across all business units
Assist with the development of playbooks and best practices supporting the successful implementation of Remote Case technology
Quickly establishing rapport with staff and customers, displaying strong motivational skills daily, and demonstrating excellent social skills in a professional environment.
Engage with a Community of Practice across business units and develop strong relationships
Remain calm under pressure and address customer complaints in a professional manner
At least 5 years customer facing technical support experience
Technical support and troubleshooting of Audio/Visual hardware, adaptors, and components
Experienced with the support of complex adaptor/component input/output configurations and connectivity tools, including image splitters, power convertors, epiphans, Bluetooth and wi-fi
Comfortable with remote engagements using MS TEAMS or ZOOM
Experience being part of a diverse and globally distributed team
Potential ability to travel 5%-10% to accommodate urgent support requests; COVID-19 precautions currently restrict travel; At this company, our priority is to protect and aid the health and safety of our employees, our physician customers, and their patients
High level understanding of remote support technology applied to medical device industry; And/or experience with equivalent remote support technologies
Experienced with wearable technologies such as Vuzix, Realwear, or Iristick
Exposure to technical support in a clinical environment such as a hospital
Experienced with ITSM and ITIL practices
Solid communication skills with the ability to handle stressful situations professionally
Kforce is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.
According to the US Bureau of Labor Statistics (BLS), human resources specialists is projected to grow 7 percent from 2019 to 2029, faster than the average for all occupations. Human resources specialists will be needed to handle increasingly complex employment laws and healthcare coverage options. Most growth is projected to be in the professional, scientific, and technical services industry.
According to BLS, the median annual wage for human resources specialists was $63,490 in May 2020.
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