Customer Care Specialist assisting diverse clients with Skello software support and solutions. Ensuring customer satisfaction through excellent service and team collaboration in the Spanish market.
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Hybrid Associate Software Support Specialist
Posted 2 months ago
About the role
- Associate Software Support Specialist delivering high-quality expertise for Terumo BCT software users. Diagnosing technical issues and collaborating with engineers, clinicians, and IT professionals.
Responsibilities
- Deliver high‑quality expertise to a diverse customer base.
- Serve as the primary point of contact for users of Terumo Blood and Cell Technology software.
- Diagnose and resolve technical issues across databases, networking, Windows Server environments, and SaaS solutions.
- Collaborate with engineers, clinicians, and IT professionals.
- Review and test technical documentation, and contribute to the continual improvement of processes and knowledge resources.
- Provide phone support in a technical help desk or call center environment.
- Security document review. Conveyor AI utilization.
- Primary point of contact for Terumo BCT Software customers providing problem analysis, issue resolution, Tier 1 with upward mobility to do Tier 2 support.
- Document and provide written solutions to recurring problems. Escalate to senior level resources as appropriate.
Requirements
- Bachelor’s degree in computer science or equivalent of education and experience sufficient to successfully perform the essential functions of the job may be considered.
- Preferred 1 year experience in SQL and/or Oracle database environments
- Windows Server administration
- Advanced diagnosis and troubleshooting
- Network LAN/WAN configuration and support
- Client/Server architecture support
- Experience with Issue tracking systems (Jira, CodeBeamer)
- Experience with CRM systems (SalesForce, Service Max)
- ConveyorAI experience a plus but not required.
- Cyber Security Risk assessment experience a plus but not required.
- Proven track record with customer interaction, both technical and non-technical from executive level management to department liaison.
Benefits
- Multiple group medical, dental and vision plans
- Robust wellness program
- Life insurance and disability coverages
- Variety of voluntary programs such as group accident, hospital indemnity, critical illness, pet insurance
- 401(k) plan with a matching contribution
- Vacation and sick time programs for associates
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Customer Care role providing support and guidance for clients using Skello's SaaS product. Collaborating with various teams to improve customer satisfaction and product experience.
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