Clinical Applications Support Analyst

4 days ago

Melbourne, Australia Austcorp Executive Full time

Work with cutting-edge diagnostic innovations
- Great salary package
- Be rewarded for the contributions you make to the business

**Company**

As a Clinical Applications Support Analyst you will report to the AU Service Manager. You will be responsible for effectively addressing customer support matters, ensuring their successful resolution and satisfaction. Your responsibilities will involve diagnosing and resolving customer issues, reporting defects to Product Management, and contributing to the knowledge base.

Salary package: 80-100k DOE

**Role &**
**Responsibilities**
You will provide first-tier global call center support to our rapidly expanding customer base worldwide. You will offer solutions to both technical and non-technical end users, supporting a diverse range of technologies. Your tasks will include:

- Assisting customers with the setup of monitoring equipment required for PSG-EEG-LTM-ICU monitoring tests.
- Supporting customers in scoring PSG studies and editing EEG data.
- Configuring custom reports using MS Word and configurations.
- Taking ownership of technical issues and collaborating with our Escalation group to resolve more complex problems when needed.
- Documenting troubleshooting steps and problem resolutions.
- Providing comprehensive 24-hour support for distributed products, including remote problem-solving sessions and software installations.
- Acting as a liaison among internal departments, such as Software, Engineering, Production, Finance, Shipping, and Sales, to address support-related issues to varying degrees.
- Demonstrating a suitable temperament for direct user interaction, including maintaining a friendly demeanor, displaying considerable patience, exhibiting a high tolerance for frustration, and quickly transitioning attention between tasks.
- Participating in a global shift rotation, covering three shifts: 1st Shift, 2nd Shift, and 3rd Shift.

TRAVEL REQUIREMENTS: Up to 25% travel required.
- Travel within Australia is a necessity.
- Possession of a valid driver’s license is mandatory.
- A reliable vehicle is essential.

EDUCATION REQUIREMENTS:

- Preferably hold a 2-year college diploma or possess equivalent work experience in a related field, such as IT or medicine/biology.
- Microsoft Certification is preferred, specifically CompTIA A+, CompTIA Networking+, Server+, Security+, and Cyber Security+ certifications (required).

EXPERIENCE REQUIREMENT:

- Demonstrated experience in technical phone and customer service, including troubleshooting and resolving technical issues.
- Familiarity with Clinical EEG Routine and Level 4 Epilepsy Experience.
- Alternatively, familiarity with Clinical PSG and previous experience in Sleep Therapy, particularly CPAP.
- Knowledge of PSG/EEG/CURRY Software is desirable.
- Intermediate proficiency in Microsoft Office products, including Outlook, Excel, PowerPoint, and Word, is required.
- A minimum of 3 years of hands-on experience with Microsoft Operating Systems, including Windows 7 and Windows 10, MS Office Products, and general desktop support issues.

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