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Technical Support Specialist

CAPSA SOLUTIONS LLC
Portland, OR
  • Posted: May 16, 2022
  • Full-Time
Capsa Healthcare... come join our growing team of professionals passionate about the delivery of modern healthcare.

Capsa is a market leader whose team members continuously strive to deliver reliable, cutting-edge health IT and medication management solutions to customers worldwide.

We are seeking a full-time Technical Support Specialist to provide world class technical support to customers for the broad portfolio platform of Capsa's software solutions, pharmacy automation, and medication management products and systems.

The Technical Support Specialist is an important role for the maintenance of of Capsa Healthcare products. Our ideal candidate will be responsible for support projects varying from small to large, they are primarily domestic, but can include international areas as well. This position supports all aspects of Capsa Healthcare products and services requiring the knowledge to install, configure, diagnose, repair, and upgrade both hardware and software solutions to ensure optimal product performance. If you enjoy technical support we would love to speak with you!

This position will be based out of at Capsa's Portland, OR facility.

As a technical support specialist, you will contribute to the team by performing the following duties (other special projects may also be assigned):
  • Technical customer service and support, primarily via telephone and email
  • Provide technical support to external customers focusing on root cause analysis; tasks may include software and hardware troubleshooting, use of remote access software, and other support tools.
  • Work schedule is 8-5, with flexibility to work other hours/shift, depending upon future business needs.
  • Participate in regularly assigned 24/7, on-call rotation, and temporary shift changes due to product version roll-outs and other business demands.
  • Perform service request clarification and product warranty verification
  • Respond promptly to customer inquiries regarding part and service requests
  • Provide investigation, diagnosis, resolution and recovery for hardware and/or software problems; when unable to resolve, escalate to third tier support in accordance with Help Desk escalation processes
  • Enter all customer interactions and support details into CRM system in timely/accurate manner
  • Identify replacement parts and enter part orders
  • Support management with the planning and implementation of service methodologies, processes, and CRM help desk system
  • Participate in cross-functional teams within Capsa
  • Participate in new product and industry training activities
  • Cooperatively provides hands-on job function training to co-workers as needed
  • Must understand and comply with Safety, 5S, ISO, and other corporate programs, initiatives and procedures

What we ask of you:
  • BA / BS preferred
  • Minimum of three (3) years' experience in customer service, preferably in a technical support role
  • Basic electrical/mechanical knowledge and experience using a multimeter preferred
  • Experience providing quality technical customer support
  • Excellent verbal and written communication skills are required
  • Understanding of ERP and CRM systems (Capsa currently uses Syteline and Salesforce.com)
  • Strong team skills and the ability to work effectively with internal and external groups as part of various initiatives
  • Demonstrated expert knowledge of Microsoft Office Suite (Word, Excel, PowerPoint, etc.)
  • Excellent organizational, interpersonal and time management skills
  • Ability to work on multiple projects simultaneously
  • Occasional travel may be required (approximately 10%)
  • Attention to detail, ability to think independently and troubleshoot and solve problems as well as communicate professionally and clearly are required skills
  • Strong sense of ownership and solid follow-through skills; positive can-do attitude
  • Self-motivated with the desired to further enhance their knowledge and skills

Capsa Healthcare offers an exciting growth opportunity to those who are passionate about the industry and their career development. You will also enjoy a solid compensation package, including, but not limited to, the following:
  • Paid time off
  • Paid holidays
  • Medical, dental and vision insurance
  • Paid parental leave
  • 401(k) with company match
  • Company-paid Life, AD&D and Long-term disability insurance
  • Voluntary Short-term disability, Supplemental Life, AD&D, Accidental Injury and Hospital Indemnity insurance

Capsa is an equal opportunity employer. M/F/Vets/Disabled. Accommodations are available upon request for candidates in all aspects of the selection process.

CAPSA SOLUTIONS LLC

Address

Portland, OR
97220 USA

Industry

Technology

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