Turner Imaging Systems develops innovative medical X-ray imaging devices that improve patient outcomes, expand healthcare access, and drive efficiency.
POSITION SUMMARY
The Technical Support Representative is responsible for handling and prioritizing technical support inquiries, offering expert assistance to our distributors, end users, sales team, and demo/installation team. This role involves collaborating closely with our demo/installation teams to remotely guide customers' IT teams in integrating our products into their network environments. Strong interpersonal skills and meticulous attention to detail are essential for accurately documenting technical interactions in service cases and addressing complaints. This role also provides support to Customer Service in management of the fleet of demo/repair systems.
Essential Duties and Responsibilities
Answers phone calls and emails from customers requesting assistance in installation, operation, troubleshooting and repair of TIS products
Partners with install team and customers IT department to expertly assist integration of our products into customer network environments
Acquires and maintains technical knowledge database of TIS equipment to expertly assist troubleshooting of equipment
Acts as a resource for other departments who may request technical information and assistance
Records all interactions with pertinent information received on product questions, troubleshooting and/or complaints
Supports Customer Care by answering questions and placing orders as needed
Works on special projects and other assignments as requested by management
Qualifications
Education and Experience:
Associate, Bachelor's degree, or advanced certification in Information Technology, Computer Science, Engineering, or a related field.
Experience with network integration and remote support within a technology, software, or hardware environment.
Technical Skills:
Proficiency in troubleshooting and supporting hardware, software, and network configurations.
Familiarity with IT systems, networking principles, and protocols (e.g., TCP/IP, WPA2).
Able to interface with service ticketing software for tracking cases and logging interactions.
Soft Skills:
Strong interpersonal skills with the ability to communicate complex technical information clearly to non-technical users.
Excellent problem-solving skills and the ability to work well under pressure.
Detail-oriented with a focus on accuracy and quality in documentation and case management.
Organizational Skills:
Proven ability to prioritize tasks and manage time effectively.
Able to collaborate effectively with cross-functional teams, including sales, customer service, and installation teams.