Technical Support Agent

CareView Communications is seeking a Technical Support Analyst who will provide technical assistance over the phone. The role involves troubleshooting and answering questions regarding CareView hardware or software from customers.

Responsibilities

• Identifies, investigates, and resolves problems with software and hardware
• Fields support calls from customers and internal partners with inquiries regarding software, connectivity, and similar concerns. Applies knowledge of computer software, hardware, and procedures to solve problems
• Guides users through diagnostic and troubleshooting processes, which may include use of diagnostic tools and software and/or following verbal instructions
• Collaborates with other staff to research and resolve problems
• Collaborates with internal teams to explain errors and/or recommend modifications in programs
• Maintains knowledge of updates and changes to the CareView offerings
• Performs other related duties as assigned
• Attends weekly team meetings

Skills

• Excellent verbal and written communication skills
• Excellent interpersonal and customer service skills
• Professional and pleasant telephone manner
• Ability to explain technical issues to technical and non-technical employees and customers
• Strong analytical and problem-solving skills
• Demonstrate proficiency in typing, grammar, and internal communication tools
• Proficiency in all Microsoft products including outlook, word, and excel
• Proficient in Google Office Suite
• Proficient with or the ability to quickly learn an array of computer hardware and software
• Prompt and reliable adherence to schedule
• Fluent in basic computer skills
• Basic network knowledge and ability to perform basic troubleshooting of network connectivity
• Required to pass HIPAA compliance test
• Must be able to work on agreed upon schedule, including nights and some weekends
• High School required
• Customer support: 1 year (Required)
• Ability to Commute: Lewisville, TX 75067 (Required)
• Ability to Relocate: Lewisville, TX 75067: Relocate before starting work (Required)
• College preferred
• At least three years of experience in customer technical support highly preferred
• CompTIA A+ certification highly preferred
• Experience in networking and Linux highly preferred

Benefits

• Dental insurance
• Health insurance
• Paid time off
• Vision insurance
• Employee stock purchase plan

Company Overview