[Hiring] Technical Support Specialist @Vantive

Role Description

In this role, you will provide remote technical support for customer-reported hardware and software issues involving Vantive medical devices and related peripherals. You will communicate clearly with customers and internal teams while adhering to regulatory, documentation, and data-privacy requirements.

• Provide Level 1 technical support via phone, chat, and email for healthcare customers using Vantive medical devices and related system peripherals.
• Deliver remote technical support in a clinical setting, guiding end users on the safe and effective use of hardware and software applications.
• Accurately document all customer interactions in accordance with established procedures, quality standards, and regulatory requirements using good documentation practices.
• Collaborate with internal teams and healthcare professionals, including Biomedical staff, nurses, and IT personnel.
• Escalate issues to appropriate departments or higher-level resources based on clinical impact, severity, and priority.
• Utilize company-provided tools to manage customer communications, update work orders, complete call scripts or checklists, access training resources, and support issue diagnosis.
• Maintain current product and clinical knowledge through ongoing training and adherence to SOPs, troubleshooting guides, and reference materials.
• Leverage the knowledge base to resolve service requests, incidents, and complaints.
• Ensure compliance with healthcare data privacy and security regulations, including HIPAA and GDPR.
• Required to work evening, weekends, and holidays on a rotational basis as well as "on-call".
• Perform additional duties as assigned.

Qualifications

• High School diploma or GED required, associate’s degree or higher preferred.
• Minimum of 2 years’ experience providing remote technical support.
• Skilled in the effective use of electronic devices such as smartphones, laptops, and multiple monitor setup.
• Home Office in primary residence with high-speed internet.
• Experience using a knowledge base to troubleshoot technical support calls.
• Medical Device Industry background preferred.
• Proficient in electro-mechanical products is preferred.
• Technical certifications are preferred.
• Travel is required for training and other assigned events.

Requirements

• Results-oriented technical support professional with a strong track record of completing assignments efficiently.
• Proven ability to diagnose and resolve moderately complex hardware and software issues.
• Strong documentation skills, ensuring accurate and thorough case records.
• Ability to remain calm, focused, and responsive in high-pressure customer support environments.
• Excellent customer service skills, including active listening and effective problem clarification.
• Clear and professional verbal and written communication skills.
• Strong analytical skills with sound judgment in determining root causes and appropriate resolutions.
• Detail-oriented, with the ability to explain technical concepts clearly to non-technical users.
• Ability to follow structured troubleshooting procedures, workflows, and technical instructions.
• Working knowledge of Windows operating systems, server administration, remote desktop support, user permissions, TCP/IP networking, and basic database concepts.
• Experience with electro-mechanical troubleshooting, including interpreting electrical and pneumatic diagrams; familiarity with electronics, programmable controllers, sensors, and related systems.

Benefits

• Comprehensive compensation and benefits packages for eligible roles.
• Medical, dental and vision coverage that starts on day one.
• Insurance coverage for basic life, accident, short-term and long-term disability, and business travel accident insurance.
• Aon Pooled Employer Plan (“Aon PEP”) for retirement savings.
• Flexible Spending Accounts and educational assistance programs.
• Time-off benefits such as paid holidays and paid time off ranging from 20 to 35 days based on length of service.
• Family and medical leaves of absence and paid parental leave.
• Commuting benefits, Employee Discount Program, Employee Assistance Program (EAP), and childcare benefits.