Location: Brooklyn, New York
Job Title: Technical Support Specialist
75% Technical Support: Installations, Problem Solving, Training, Education, Product Enhancement
25%: Product Specialist
Terms of Employment: Permanent, Full-Time
Start Date: Immediately
The Technical Support Team is looking for a passionate and enthusiastic Tech Support Specialist for our organization that focus on motion analysis and biomechanics applications. If you love people and learning new cutting-edge technology then you have found the right organization to work with! You will be part of a dynamic team seeking to make every customer a customer advocate.
The right individual will bring "Customer First" to life by providing technical product support to customers via the telephone and/or Internet (e.g., instant message, email) and onsite commissioning (installations and trainings) as required. Taking ownership for resolving technical issues, listening to our customers’ needs and contributing to self-service technical resources are all critical to success in this position.
Responsibilities include the following:
  • Use interactive tools including phone, chat, remote connection software, and email to communicate, resolve and exceed customer expectations.
  • Ability to interact with all levels of customers and escalate issues when appropriate.
  • Ability to install new hardware and validate the hardware installed directly on-site
  • Independent trouble shooting and hot fixing of hardware and software directly on-site.
  • Gather necessary data for issue replication, problem determination and/or escalation.
  • Isolate and when possible, resolve service performance issues on the first call.
  • Troubleshoot hardware and software issues for internal clients.
  • Set up workstations and laptops for employees.
  • Be part of a team, where our people are the key ingredient to our success.
  • Desire and ability to provide an outstanding customer experience, go the extra mile in everything you do.
  • Train new clients explaining in detail software functionalities and applications related to biomechanics.
  • generate new leads and new opportunity leveraging existing relationships and through outbound calling efforts to selected end-users and potential clients;
  • Maintain the client reference list and the client technical list updated
  • Repair and maintain functional the hardware equipment
  • improve Company sale processes increasing new leads generation, driving effective opportunities qualification and increasing success rate on projects
  • back office activities including shipping and logistic.

Qualifications / Expertise
  • Self-Starter.
  • Knowledge of Biomechanics and Physiology
  • Pursuing a degree in IT or a related field or equivalent experience.
  • Must have solid hardware experience. Experience building and troubleshooting systems. A+ certification is a plus.
  • Knowledge of Networking, TCP/IP and Windows file sharing.
  • Knowledge of Microsoft Windows OS from Windows XP, to Windows 8.1.
  • Desire to learn new technologies, new techniques, and implement best practices.
  • Passionate about customers and helping reach their goals.
  • Excellent people skills with an ability to interact with customers, developers, colleagues, and cross-functional teams.
  • A wide degree of creativity and autonomy is expected and desired.
  • Ability to travel as required.

Become part of our story! Please apply sending an email to jobs@btsbioengineering.com, with the subject Technical Support Specialist