Technical Support Specialist, Brooklyn, New York

[Davide Ferrario]

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
Summary
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