Software Support Specialist Onsite – St. Paul, MN

A contact in our network has shared an opening for a Software Support Specialist at a leader in the medical device industry. This full-time direct hire opportunity, based onsite in St. Paul, Minnesota, is crucial for providing expert technical support for their cutting-edge cardiorespiratory health solutions. The ideal candidate will possess a strong command of networking within Windows environments, SQL proficiency, and a passion for technology, coupled with exceptional communication and organizational skills, aligning perfectly with the organization’s commitment to quality and customer satisfaction.

As a Software Support Specialist, your primary purpose will be to provide comprehensive technical support and professional service with an enthusiastic and highly professional demeanor. You will be the frontline expert for troubleshooting and supporting interfacing and networking issues specifically related to the company’s proprietary Breeze Connect and Ascent Connect platforms, as well as assisting with the intricate installation of software.

Your focus will be unwavering on resolving complex challenges related to networking, interfacing, and various software products within their cardiorespiratory diagnostic systems. You will collaborate closely with the Technical Support and Professional Services teams, ensuring the delivery of the highest possible level of customer service and technical support across all product offerings. Your role directly contributes to the smooth operation and optimal performance of medical devices critical for patient care.

Your role will encompass a diverse range of responsibilities, blending technical expertise with meticulous customer interaction and operational efficiency. Each function is vital to supporting the organization’s mission in cardiorespiratory health solutions:

• Maintain Accurate Customer Records in CRM: You will meticulously maintain accurate and comprehensive records for all customer contacts within the CRM (Customer Relationship Management) database. This includes detailing Account, Contact, Asset, Opportunities, and Case records, ensuring that all interactions are thoroughly documented. This meticulous record-keeping is vital for tracking customer history, understanding their needs, and providing consistent, high-quality service.
• Provide Prompt and Courteous Customer Support: You will be responsible for providing prompt, courteous, and professional responses to all customer inquiries, issues, or application questions. Your ability to quickly determine when questions or issues can be immediately answered versus when they require escalation to technical support for remediation is crucial for efficient workflow. You will take full ownership of customer issues from initial contact through to successful resolution, ensuring complete customer satisfaction.
  
  Throughout this process, proper and thorough documentation of every step is paramount.
• Adhere to Departmental Procedures and SOPs: You will strictly follow all procedural work instructions and Standard Operating Procedures (SOPs) for the department. This includes, but is not limited to, adhering to guidelines for Technical Support, managing HL7 Interface (Health Level Seven – a standard for interoperability in healthcare) issues, ensuring meticulous CRM documentation, accurate Sales Order Entry, precise RMA (Return Merchandise Authorization) entry, and maintaining strict compliance with HIPAA Security regulations for patient data.
  
  Your adherence to these procedures ensures consistency, compliance, and operational integrity.
• Educate Customers and Provide Comprehensive Documentation: A proactive part of your role will involve providing education and clear documentation to customers. The goal is to empower them to use the company’s cardiorespiratory diagnostic products in the most efficient and effective manner possible. This could involve creating user guides, troubleshooting FAQs, or delivering remote training sessions, thereby reducing repeat inquiries and…