Technical Support Specialist

Are you ready to make a REAL impact to the lives of millions of people? At Capsa Healthcare, you can do just that! Our products help provide care to patients worldwide and allow clinicians to work efficiently. As a quality ambassador, your work will assist many companies deliver meaningful healthcare products that may even help take care of your family members one day.

We are professionals who are passionate about doing work that matters. Come join us and make a difference alongside your colleagues who are proud to be Capsa team members. We are a global company with emphasis on work-life balance.

We are seeking a full-time Technical Support Specialist who is part of a dynamic customer support team working to develop healthcare products that enhance patient care, safety and caregiver workflow. Capsa's innovative and reliable solutions elevate the performance of healthcare delivery. To view our products, visit www.capsahealthcare.com.

Position Location: Portland, OR or Brookfield, IL (Hybrid)

As the Technical Support Specialist, your contributions to the team will include:

• Ability to provide technical customer service and support to external customers from Capsa's onsite location, primarily via telephone and email
• Focus on root cause analysis; tasks may include software and hardware troubleshooting, use of remote access software, and other support tools.
• Ability to work a modified 1st or 2nd shift depending upon business needs and participate in regularly assigned 24/7, on-call rotation, and temporary shift changes due to product version rollouts and other business demands
• Perform service request clarification and product warranty verification
• Respond promptly to customer inquiries regarding part and service requests
• Provide investigation, diagnosis, resolution and recovery for hardware and/or software problems; when unable to resolve, escalate to third tier support in accordance with Help Desk escalation processes
• Enter all customer interactions and support details into CRM system in timely/accurate manner
• Identify replacement parts and enter part orders.
• Support management with the planning and implementation of service methodologies, processes, and CRM help desk system

What we ask of you:

• Required: Minimum of three (3) years' experience in customer service, preferably in a technical support role
• Preferred: Bachelor Degree
• Experience with IT support including operation systems, applications, and networks
• Understanding of, or ability to quickly learn ERP and CRM systems (Capsa currently uses Syteline and Salesforce.com)

Capsa Healthcare offers an exciting growth opportunity to those who are passionate about the industry and their career development. You will also enjoy a solid compensation and benefits package.

• Paid time off
• Paid holidays
• Medical, dental and vision insurance
• Paid parental leave
• 401(k) with company match
• Company-paid Life, AD&D and Long-term disability insurance
• Voluntary Short-term disability, Supplemental Life, AD&D, Accidental Injury and Hospital Indemnity insurance

Capsa is an equal opportunity employer. M/F/Vets/Disabled.