Now Hiring - Tech Sales Specialist I in Rochester, MN

About This Role:

The Product Support Specialist is responsible for supporting the initiatives of the Customer Service Department including responses to inquiries from both internal and external customers with the goal of delivering consistent performance that achieves the highest level of customer satisfaction and loyalty. You will also liaise with the internal project management, engineering, and systems administration teams. Must be knowledgeable about computer hardware, software, troubleshooting computer-related issues, and technological problem solving.

Your Responsibilities will Include:

• Troubleshoots technical problems to determine the root cause while providing the client with timely status updates until resolution.
• Become a software expert in your assigned software application(s).
• Demonstrate responsiveness and sense of urgency in all customer interactions
• Document tickets and customer interactions using issue tracking system.
• Supports QMS requirements related to compliant customer Vigilance and MDR compliant handling.
• Participates in the creation and maintenance of a Support knowledgebase content.
• Research issues by collaborating with other internal resources when a solution is not readily available.
• Advocate for customers by coordinating and communicating suggestions for software enhancements
• Supports equipment set-up needs, account specific application configurations, and trains healthcare professionals in the use of Preventice products.
• Participates as an important member of the Customer Service Team (which includes Director of Customer Service, Managers of Customer Service and other Customer Service Team Members)
• Develop and deliver training and troubleshooting documentation to support medical device development programs, clinical investigations and product launch programs.
• Reports system malfunctions or performance issues to appropriate Preventice Support personnel and outsourced providers; and works to support the correction of such deficiencies while informing stakeholders of the corrective status.
• Provides support for internal teams including: clinical trials, deployment services, marketing, and sales.
• Assists the System Test team in conducting validation and verification activities.
• Works to achieve the day-to-day Customer Service Team’s quality objectives and goals.
• Effectively communicates with Technical Support Lead and other team members to coordinate program objectives.
• Ability to travel to customer site to resolve issues or deliver training.
• Performs requisite administrative tasks, including but not limited to preparing reports, scripts, procedures, and other necessary documentation.
• Other duties as assigned

Preferred Qualifications:

• Associate’s degree required; equivalent relevant work experience may be considered in lieu of educational requirement
• Proficiency with MS Office (Word, Excel and PowerPoint)
• Effective communication skills, including listening, writing, and speaking
• Strong time management skills and ability to effectively manage multiple priorities
• Strong analytical, problem-solving, and interpersonal skills
• Ability to translate customer requirements into product functionality and design
• Ability to work independently and integrate into a team environment
• Experience providing customer support for software applications
• Experience conducting training for existing customers or prospects
• Ability to lead training sessions with confidence
• Previous experience within software industry or clinical research is preferred

Job Type: Full-time

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee stock purchase plan
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Tuition reimbursement
• Vision insurance

Schedule:

• Monday to Friday

Ability to commute/relocate:

• Rochester, MN 55901: Reliably commute or planning to relocate before starting work (Required)

Work Location: In person