Technical Support Representative

Asteres Inc. is seeking a Technical Support Representative to join the Technical Service team. This person will assist in all activities required to successfully support the company product in hospitals, DoD, VA, and retail customers after the system has gone live. In order to be successful in this role, the Technical Support Representative must be customer-focused, have attention to detail and be able to work efficiently in a fast-paced environment. This person must be able to prioritize appropriately and manage multiple tasks at one time. The position is 50/50% San Diego office/remote based due to COVID-19. This is a full-time position with benefits. Normal work hours are 8 a.m. – 5 p.m. PT in addition to rotating on-call shifts approximately every three weeks from 6 – 8 p.m. weekdays and 6 a.m. – 6 p.m. weekends. Please submit your desired pay rate along with your resume.

Job Responsibilities:

  • Provide customer-focused support using clear, descriptive, and concise methods
  • Handle calls from customers; both pharmacy users and end-users at the kiosk
  • Answer customer questions on all company-developed software, hardware, and Windows OS machines.
  • Research and resolve customer and technical issues in a timely manner
  • Clearly document all interactions (i.e. emails, phone calls, research) and resolutions to customer cases
  • Participate in an on-call rotating schedule for after-hours and weekend support
  • Escalate all issues that have not been resolved in a timely manner
  • Support internal staff as needed with projects, testing, and documentation

Qualifications:

  • Formal technical training preferred; degree or equivalent experience a plus
  • Approximately 2 – 5 years experience in technical support, prefer working with external customers
  • Healthcare systems implementation experience or background working in the healthcare industry a plus
  • Working knowledge of software/hardware applications and accessories
  • Working knowledge of Windows OS 7/10 troubleshooting or software troubleshooting and some knowledge of hardware workings
  • Working knowledge of PowerShell and Remote Desktop Connection
  • Proficiency with MS Word, MS Excel
  • Experience with training others
  • High level of customer service skills with the ability to effectively communicate customer issues and needs throughout all levels within the organization
  • Excellent troubleshooting and analytical skills
  • Excellent verbal and written communication skills, including demonstrating friendliness, patience, and professionalism with telephone and in-person customers
  • Ability to communicate technical issues in a way that is understandable to non-technical customers
  • Ability to work independently as well as in a team environment
  • Ability to build strong customer relationships, high level of service orientation, and responsiveness
  • Must be able to multi-task in a fast-paced environment

    Interested applicants, please send resume along with desired pay rate to resumes@asteres.com. Asteres is an Equal Opportunity Employer. Asteres uses E-Verify and requires a pre-employment background check and drug screen.