Product Support Specialist (Canada) bei Alimentiv-2

As a Product Support Specialist, you serve as a link between user feedback and actionable solutions. This role will work cross-functionally to help our front-line Image Services (Service Desk) team supporting clinical research sites, Sponsor facing Project Management teams, and the internal Product Development and Technical assembly teams to ensure timely responses to internal and external customers and seamless resolution of technical issues related to our medical imaging hardware and software products in clinical trials. This role will be responsible for providing tier one technical support, triage and categorizing issues, and maintain a comprehensive knowledge base to improve overall product performance and user/customer experience.

Technical Support and Issue Resolution Management

  Triage front-line l feedback for video capture kit hardware issues, server/web problems, and other related technical challenges

Diagnose, troubleshoot, triage, categorize and escalate problems with hardware and software requiring investigation to appropriate teams such as Product Management, Imaging Development, Logistics, IT Operations, Image Services or Project Management.

Track issues through completion, ensuring documentation of a thorough root cause analysis, timely resolution and clear communication with all impacted stakeholders

Maintain and continuously improve comprehensive knowledge base and technical support documentation

Support requests for information (RFIs) related to product functionality and technical specifications

Collaborate with cross-functional teams to streamline issue identification, escalation, prioritization and resolution processes and improve overall product performance

Assist in the review of Verification/Validation test cases for issue resolution 

Reporting and Knowledge Sharing

Track and trend technical issues to identify recurring problems and potential areas for product improvement

Generate regular reports on support metrics, issue resolution times, and customer satisfaction levels

Contribute to the development of product roadmaps by providing insights based on user feedback and support trends

Establish and maintain a repository of technical support sheets and troubleshooting guides

Additional Required Skills

Ability to diagnose, troubleshoot, problem solve and manage resolution to problems related to software and hardware implementation, compatibility and bugs.

  Experience with the use of helpdesk/ticketing applications and IT Service Management tools such as Service Now

Knowledge of JIRA, Github issues or other project management and defect management tools

Excellent problem-solving and analytical skills, strong written and verbal communication abilities

Customer-oriented mindset with a focus on delivering high-quality support

Some repetitive tasks, occasionally standing for long periods, may be required to lift a minimum of 25 to 50 pounds when testing hardware products.

1- 3 years’ experience working in an IT Technical Support or related role

 A recognized degree or diploma program in Computer Science or Engineering 

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