Technical Support Specialist

Benefits:

• 401(k)
• 401(k) matching
• Company parties
• Free food & snacks
• Health insurance
• Paid time off
• Vision insurance
  
  
  

Technical Support Specialist

Who We Want:

Are you driven and competitive yet still interested in making a difference in the world? This is an excellent opportunity to become part of a successful, fast growing healthcare tech company that is revolutionizing emergency medical care for children and adults on a national/ international level.

Who We Are:

Pediatric Emergency Standards Inc. is the innovator of the award-winning Handtevy Pediatric Resuscitation System. The Handtevy System is a fully integrated, cloud-based workflow management software program for pre-hospital (EMS) and hospital healthcare providers to be used to treat the critically ill or injured pediatric patient. We empower healthcare providers to rapidly and accurately respond to emergent calls with ease while reducing medical error and improving quality of care for all patients.

Responsibilities :

We are seeking a highly motivated and experienced Technical Support Specialist to join our dynamic team. This role requires technical expertise to provide top-tier support to our clients. The ideal candidate will troubleshoot technical issues, resolve customer inquiries, and inform the customer of their findings and how the issue has been resolved.

Key Responsibilities:

• Customer Support: Serve as the first point of contact for customers, addressing both technical and general inquiries through phone and email in a prompt and professional manner.
• Technical Troubleshooting: Diagnose and resolve technical issues related to software, hardware, and network connectivity. Escalate complex problems to the appropriate internal teams when necessary. Bonus for experience with SaaS products and Mobile apps
• Knowledge Management: Document all interactions, troubleshooting steps, and resolutions in Handtevy’s ticketing system (Freshdesk).
• Product Education: Guide customers through the features of products, providing step-by-step assistance to ensure they can maximize the value of the tools and services.
• Collaborative Problem-Solving: Work closely with other departments such as IT, Customer Success, and Clinical to ensure a seamless customer experience.
• Continuous Learning: Stay up-to-date with the company’s product updates, new releases, and emerging technologies to provide accurate and informed support.
• Network and Endpoints Management:
• Network Management: Experience with network configuration, monitoring, and troubleshooting (LAN, WAN, Wi-Fi, routers, firewalls).
• ISP Coordination: Ability to work with Internet Service Providers to resolve network issues and ensure uptime.
• Router and Switch Configuration: Familiarity with configuring and managing routers, switches, and firewalls.
• Mobile Device Management (MDM): Experience with MDM platforms to manage devices, deploy apps, and enforce security policies (e.g., Apple Device Manager, Intune).
• Endpoint Management: Managing endpoint security solutions for desktops, laptops, and mobile devices (antivirus, encryption, patching).
• Email Security: Experience with email security, spam filters, and data loss prevention (DLP) solutions.
• Single Sign-On (SSO): Experience with SSO technologies for secure and streamlined access (e.g., Okta, Google SSO).
• Google Workspace Administration: Experience managing and supporting Google Workspace (Gmail, Drive, Calendar, etc.).
  
  

Education/Skills Required:

• Bachelor’s Degree preferred
• Certifications (Optional): CompTIA Network+, CompTIA Security+, or similar certifications can be a plus.
• Knowledge of (prior use preferred) of; MS Office (Word, Excel, PowerPoint & Outlook), Salesforce
• Self-motivated with a desire to achieve results
• Professional demeanor and exceptional phone presence
• Aptitude to learn quickly, apply your learning and grow professionally
• Active listener and articulate communicator
• Ability to understand customer needs and respond with empathy and patience.
• Highly organized with excellent time management skills
• Written communication skills
  
  
  

Work Location:

• Davie, FL
• Full Time
  
  
  

We are an Equal Opportunity Employer and a Drug-Free Workplace

Flexible work from home options available.