What Technical Call Center contributes to Cardinal Health

Customer Service, Technical is responsible for establishing, maintaining and enhancing customer business through effective implementation and/or support of Cardinal Health's products and services.

WaveMark™ Supply Management & Workflow Solutions is a SaaS solution enabling healthcare providers and manufacturers to effectively manage supplies with market-leading innovative technology. WaveMark leverages a portfolio of advanced hardware (e.g. RFID) and cloud-based software including an advanced analytics platform providing full visibility and control of all supplies from low cost commodities to high cost devices and implants. Our global footprint and continuous innovation deliver the most cost effective and workflow efficient patient care possible.  

We are seeking a high-energy, customer-focused and technically trained team member to join the WaveMark team as a Sr. Technical Support Specialist, Tier 2, and lead the industry optimizing supply chain, inventory management and clinical workflow practices.

*Flexible schedule, possible 2nd shift hours

Responsibilities

• Remote troubleshooting and resolution of customer related technical issues
• Real time proactive system monitoring, debugging, and troubleshooting
• Serve as first level of escalation and expertise for Level I customer support team
• Interact and coordinate with other departments to resolve customer issues
• Analyze system data trends in an effort to get ahead of and prevent system issues
• Remote logging into devices for proactive and reactive error review, monitoring, problem solving, and configuration changes  
• Solve customer issues and track with Salesforce to completion to include case management and communication.

Qualifications

• BS or BA in Bus Admin, Communications or Computer Science or at least 8 years of related work experience preferred
• Strong technical orientation and experience supporting proprietary, or SaaS based applications in a technical service center environment preferred
• Strong analytical skills and able to organize and interpret data from various sources and identify root cause
• Understanding of hospital procedure area workflows preferred
• Intermediate to expert in researching and reviewing technical engineering documentations to analyze workflow and triage related issues.
• Intermediate to advanced understanding of Linux and SQL
• Proficient understanding of network base monitoring tools, such as, Sentry with a drive to proactively investigate issues.
• Proficient understanding of REST, APIs, HTTP Protocols
• Proficient in different commands and tools to diagnose issues (I.E., network related issues, command line tools, analyzing logs etc.)
• Familiar to Proficient with Network Protocols a plus
• Proficiency with VPN (Site to Site and RDT), Citrix, Network Connect, Pulse Secure, and 2 factor authentication connectivity methods.
• Proficient with multiple system knowledge (MySQL, PsQL, Wildfly)
• Ability to effectively manage multiple tasks, prioritize as necessary based on impact/urgency to drive and increase customer satisfaction.
• High level of enthusiasm/energy coupled with the ability to work in a remote team environment.
• Flexibility to adjust work schedule to meet critical business and related customer support tasks, as required.
• Ability to drive resolution by understanding root cause with minimal supervision
• Required to participate in an on-call rotation for afterhours support

What is expected of you and others at this level

• Applies working knowledge in the application of concepts, principles, and technical capabilities to perform varied tasks
• Works on projects of moderate scope and complexity
• Identifies possible solutions to a variety of technical problems and takes actions to resolve
• Applies judgment within defined parameters
• Receives general guidance may receive more detailed instruction on new projects
• Self-driven and leverages tools, documentation and resources as needed.

Candidates who are back-to-work, people with disabilities, without a college degree, and Veterans are encouraged to apply.

Cardinal Health supports an inclusive workplace that values diversity of thought, experience and background. We celebrate the power of our differences to create better solutions for our customers by ensuring employees can be their authentic selves each day. Cardinal Health is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, ancestry, age, physical or mental disability, sex, sexual orientation, gender identity/expression, pregnancy, veteran status, marital status, creed, status with regard to public assistance, genetic status or any other status protected by federal, state or local law.