Senior Technical Support Specialist, Tier 2, WaveMark
Location: Concord, Massachusetts
Internal Number: 20124309-7
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
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.
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.
Headquartered in Dublin, Ohio, Cardinal Health, Inc. (NYSE: CAH) is a distributor of pharmaceuticals, a global manufacturer and distributor of medical and laboratory products, and a provider of performance and data solutions for healthcare facilities.We are a crucial link between the clinical and operational sides of healthcare, delivering end-to-end solutions and data-driving insights that advance healthcare and improve lives every day. With deep partnerships, diverse perspectives and innovative digital solutions, we build connections across the continuum of care. With more than 50 years of experience, we seize the opportunity to address healthcare's most complicated challenges – now, and in the future.As a global, growing company, we’re able to offer rewarding careers that let you make a positive impact on our customers and communities.