Job Title: Tier2 Technical Support Representative
Location: Marlborough, MA
Hours: 11:30 AM - 8:00 PM EST
We are currently looking for a Tier 2 Technical Support Representative to join our Customer Service Department based in Marlborough, MA. You will be responsible for helping customers solve more complex technical issues, usually by remote diagnosis in a timely manner.
The Tier 2 Technical Support Representative role will also include telephone support of our custom Windows application, Windows operating systems, and limited network support for customers.
ESSENTIAL DUTIES AND RESPONSIBILITIES
• Answer all customer enquiries concerning operation and configuration of the Daytona, California, Monaco, Silverstone and Nikon Retina Station.
• Trouble-shooting network problems, including connectivity, wireless LAN access, VPN/broadband and non-reporting issues.
• Log every interaction into the CRM system.
• Call escalation to support teams for critical issues.
• Remote installation/troubleshooting for software and upgrades, data base repair and removal of software viruses.
• Research technical and software issues to identify trends for early detection and repair.
MINIMUM QUALIFICATIONS
• Extensive knowledge and practical experience of operating systems including Windows 7/10/11 essential.
• PC hardware and configuration skills essential.
• Intermediate networking knowledge required.
• Previous experience working in a customer care environment.
• Excellent problem solving, telephone and communication skills.
• Knowledge of IT operations, responsibilities, workflow processes and procedures to resolve inquiries independently.
• Good customer and vendor relationship skills.
• Ability to rapidly adapt to new technologies and assess their potential impact and usefulness in diverse areas within the company.
• Ability to work flexibly with the team to ensure timely delivery of service.
• Ability to produce high quality work under pressure and within tight timescales.
• An ability to work within tight deadlines and manage time effectively.
• Strong team player with flexible attitude to work priorities.
• Excellent computer skills (MS Office applications and Internet browsers).
BENEFITS
At Optos, we offer a highly competitive compensation and benefits package. The annualized salary range for this position is $60k-$65k based on experience.
EQUAL OPPORTUNITIES EMPLOYER
We are an equal opportunities employer and welcome applications from all suitably qualified persons regardless of their race, sex, disability, religion/belief, sexual orientation, age or protected veteran status.
If you feel you have the necessary skills and experience and want to join a great team, please click on the Apply button!
When a five-year-old boy was blinded after a regular eye exam failed to spot a retinal detachment, his father made it his life’s work to help eye care professionals by revolutionising retinal imaging. Optos was founded by Douglas Anderson with the goal to make a patient-friendly device to capture a digital ultra-widefield image of the retina. Today, millions of patients around the world have benefited from optomap® retinal imaging. You will find optomap systems in many independent High Street optometrists, as well as eye clinics at Great Ormond Street Hospital in London and Harvard Medical Center in Massachusetts.
Our core products produce high resolution optomap images of 82% or 200◦ of the retina, something no other imaging device is capable of in a single comfortable capture. The most recent innovation from Optos integrates ultra-widefield retinal imaging and image-guided Optical Coherence Tomography (OCT). This combined device facilitates the early detection, management and effective treatment of disorders and diseases evidenced in the retina such as retinal detachments and tears, glaucoma, diabetic retinopathy, and age-related macular degeneration. More than 1,000 published and ongoing clinical trials as well as thousands of case studies and testimonials show the long-term value of optomap imaging and OCT in diagnosis, treatment planning, and patient engagement.
As a division of Nikon Co. Ltd, Japan since 2015, Optos is approaching its 30th anniversary and proud to be recognized as a leading provider of devices to eye care professionals to provide a more complete approach to patient care.
