Technical
Support / QA Analyst
Unbound Medicine is changing the way health professionals answer
clinical questions by providing medical content and delivering
it to the point of need via handheld devices and Internet technologies.
Get your IT career moving in the right direction by joining our
team!! We offer a competitive salary and benefits package, and
a dynamic, fast-paced, and challenging work environment.
We are currently seeking an outgoing, motivated, and talented
Technical Support/QA Analyst (TSA) with excellent phone / customer
service skills. In this position you will be able to expand
your existing skills and be exposed to the computer software, publishing,
and medical industry.
Responsibilities include but are not limited to diagnosing, reproducing,
and documenting any reported issues and assisting customers in
overcoming those issues.
Job Description
- Managing resolution of technical issues for users of products
based on the Unbound Platform, including Web, Mobile Web, and
Mobile Application interfaces. Clients are medical professionals
and students that may or may not be affiliated with a Medical
/ Nursing School or Hospital.
- Provide 2nd Level support to Technical Support professionals
that act on behalf of companies whose products run on the Unbound
Platform.
- Troubleshooting complex software mobile device installations
on a number of operating systems including: iPhone, BlackBerry,
Android, Palm OS, Windows Mobile, MS Windows, and Mac OS X. Issues
to be resolved require a broad range of troubleshooting skills
related to: software functionality, PDA knowledge, and desktop
PC functionality.
- Provide responsive customer service, including communication
by phone and email. The TSA will act as an advocate for
customers, communicating on behalf of the customer to internal
departments and software distributors. The TSA will be
expected to analyze any trends and provide alerts to management
if an area of risk is identified.
- Effectively prioritize and manage resolution of every support
request and document the support exchange within our Customer
Management System.
Professional Qualifications
- Bachelors Degree /Associates Degree – preferred or equivalent
work experience/certification.
- Must be very customer service oriented with excellent written
and verbal communication skills.
- Must be able to interpret, summarize, and document phone interaction.
- Possess strong knowledge of Microsoft Windows and Mac OS X. PDA
or Smartphone experience is helpful but not required.
- Ability to research and resolve problems using a variety of
resources and tools
This position is based in Media, PA (outside of Philadelphia)
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