Technical Support Representative II
Talyst, Inc. - Kirkland, WA

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Talyst is focused on providing innovative and reliable solutions that help pharmacies run more intelligently. The Technical Support Representative II is responsible for providing technical support, guidance and solutions to all Talyst customers, Talyst field technicians, and Talyst installers.

Responsibilities:
  • Provide a high level of support to customers and existing team members.
  • Act as the Subject Matter Expert for Talyst products and a resource for Customer Support and Tier I Tech Support team members.
  • Resolve complex software and hardware related problems on Talyst’ AutoPack, AutoLabel, AutoPharm, and AutoCarousel product lines.
  • Analyze recreate, resolve and document customer-reported problems in complex software and hardware solutions.
  • Interface with customers, developers, business partners, project managers, testers, and other support organizations to provide regular feedback of customer concerns.
  • Compose technical documentation and perform analysis of data structures within MS SQL Server.
  • Contribute to service metrics and defect prevention activities
  • Document VPN customer’s server & workstation information and follow Up with customers on open issues.
  • Participate in the Escalation Call and/or Transition Call.
  • Protect the confidentiality of sensitive and/or proprietary company information.
  • Execute on procurement to ensure replacement parts are delivered to customer sites.
  • Support and promote the Talyst values through positive interactions with both internal and external stakeholders on a regular basis.
  • Attend to other initiatives and goals as assigned.

Qualifications:
  • BSCS, BSEE or other technical degree required; advanced degree preferred with 1+ years of technical support.
  • Knowledge of standard MS Office products required; basic knowledge of Access and SQL preferred, and intermediate knowledge of MS Project preferred.
  • Basic knowledge of remote access tools (PC Anywhere, VNC, and RDC).
  • Proven background in TCP/IP troubleshooting.
  • Experience with troubleshooting techniques for hardware and software.
  • Familiarity with barcode printing and scanning technology
  • Applied knowledge of: networking (TCP/IP), VPN protocols and standard file system maintenance and management.
  • Understanding of HL7 preferred.
  • Self-directed and result-oriented.
  • Works autonomously but also understands how to use team resources effectively
  • Supports team members to increase overall effectiveness of the team
  • Able to work under pressure of deadlines.
  • Able to provide accurate reports of testing and communicate findings
  • Excellent oral and written communication skills and the ability to translate technical issues into easily understood terms.

Working Conditions:

The job conditions for this position are in a standard office setting. Employees in this position use PC and phone on an on-going basis throughout the day. Limited corporate travel may be required to remote offices or other business meetings and events.

Talyst, Inc. - 14 months ago - save job - block
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