Olympus Corporation of the Americas

Tech Support Specialist I

Olympus Corporation of the Americas

full-time

Posted on:

Location Type: Hybrid

Location: Center Valley • Pennsylvania • United States

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Job Level

Junior

About the role

  • Provide technical support and service for all Olympus Software and Surgical Integration customers via phone, e-mail, voicemail, and on-site interaction
  • Capture customer contact information in the support database
  • Periodic after hours technical phone assistance
  • Collaborates with various departments regarding customer-related issues and recommendations for improvement
  • Provide timely follow-up with customers to ensure satisfactory customer resolution
  • Issue return material authorization numbers to customers
  • Provide engineering technical assistance with test plans software images upgrades and validation processes
  • Follow established customer support escalation process
  • Will be required to train through structured corporate training programs and on-the-job training

Requirements

  • Associates degree in Computer Science or Engineering or an equivalent combination of education and experience
  • Minimum of one years of technical support/customer service experience ideally working with professional highly educated customers
  • Experience with MS Office and support tracking systems is required
  • Ability to work flexible hours as required
  • Experienced user of Microsoft Office tools including Excel Word and Power Point
  • Strong customer service skills
  • Solid working knowledge of electronics, computer hardware, software and LAN concepts preferred
  • Proven ability to work under pressure
  • Demonstrate strong follow-up skills
  • Proven ability to resolve critical and complex technical issues independently
  • Experience with Windows related functions and software such as domain-level authentication file transfer capabilities and IIS
  • Experience with XML batch file creating/editing command-line navigation
  • Experience with various remote access tools such as Secure Link, VPN, VNC, TeamViewer, etc.
  • Ability to communicate technical information to non-technical customers
  • Technical knowledge of software products
  • Remote access/VPN experience
  • Ability to communicate effectively both orally and in writing
  • Ability to analyze customer problems and provide solutions
Benefits
  • Competitive salaries, annual bonus and 401(k)* with company match
  • Comprehensive medical, dental, vision coverage effective on start date
  • 24/7 Employee Assistance Program
  • Free live and on-demand Wellbeing Programs
  • Generous Paid Vacation and Sick Time
  • Paid Parental Leave and Adoption Assistance*
  • 12 Paid Holidays
  • On-Site Child Daycare, Café, Fitness Center**
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
technical supportcustomer serviceWindows functionsXML batch file creation/editingcommand-line navigationelectronics knowledgecomputer hardware knowledgesoftware knowledgeLAN conceptsremote access tools
Soft Skills
strong customer service skillsability to work under pressurestrong follow-up skillsability to communicate technical informationeffective communication skillsproblem analysis and solutioncollaborationflexibilityindependent issue resolutiontraining ability
Certifications
Associates degree in Computer ScienceAssociates degree in Engineering