Technical Support Representative (Phone Support)

Job Title : Tech Support Representative
Duration : 6 months with extensions (possible c2h but no guarantee, just a contract right now!)
Location : Hybrid 3x a week (flexible on days) in Murrysville (1010 Murry Ridge Lane)
First two months will be fully onsite 5x a week for training!
Day-to-Day : This tech support representative will be in a call center environment fulfilling complaints and requests for our client's medical devices. These devices have modems that directly call into our client's proprietary built website when they need assistance and patients will contact the call center when they are having issues with the devices. Issues can include general usage questions, password resets, and basic IT troubleshooting. If any major bugs are apparent, the representative will escalate to the engineers for further investigation. The ideal candidate is someone with a customer-first mentality as this role is 50/50 technical IT support and customer service. Candidates from a service industry like restaurants, Starbucks, or retail will be great. This person must be comfortable in an environment that is customer facing and having to get creative to keep the patients happy. Beyond the IT support and customer service, the rep will be documenting each call (complaints must be reported to and audited to the FDA) and doing basic tasks that relate to the current recall like looking up prescriptions or patient information.
Must Haves :
Recent bachelor's (past year or so) within IT
If no bachelor's - 2-3 years of IT troubleshooting experience
Service industry background (waiter, barista, retail worker, other customer service call center)
Friendly and customer-first mentality
Plusses:
Healthcare indsutry expereince
UPMC call center, healthcare insurance representative, company within the FDA
Talking to patients/exposure to emotional work
Compensation:
$19.00-21.00/HR