Software Support Specialist (Permanent – Onsite – St. Paul, MN)

A leader in the medical device industry, our client is actively seeking a highly skilled and customer-focused Software Support Specialist (Permanent – Onsite – St. Paul, MN) to join their team. This full-time direct hire opportunity, based onsite in St. Paul, Minnesota, is crucial for providing expert technical support for their cutting-edge cardiorespiratory health solutions. The ideal candidate will possess a strong command of networking within Windows environments, SQL proficiency, and a passion for technology, coupled with exceptional communication and organizational skills, aligning perfectly with the organization’s commitment to quality and customer satisfaction.

Software Support Specialist (Permanent – Onsite – St. Paul, MN)

Location: St. Paul/Vadnais Heights, MN – This is an Onsite role, requiring daily presence at the designated facility.

Employment Type: Full-Time Direct Hire

Salary: $50,000 – $62,000 annually (potential to increase up to $70,000 based on experience and qualifications)

Industry: Management / Medical Device / Computer and Mathematical

Primary Purpose: Your Mission in Software Support

As a Software Support Specialist, your primary purpose will be to provide comprehensive technical support and professional service with an enthusiastic and highly professional demeanor. You will be the frontline expert for troubleshooting and supporting interfacing and networking issues specifically related to the client’s proprietary Breeze Connect and Ascent Connect platforms, as well as assisting with the intricate installation of software. Your focus will be unwavering on resolving complex challenges related to networking, interfacing, and various software products within their cardiorespiratory diagnostic systems. You will collaborate closely with the Technical Support and Professional Services teams, ensuring the delivery of the highest possible level of customer service and technical support across all product offerings. Your role directly contributes to the smooth operation and optimal performance of medical devices critical for patient care.

Key Responsibilities and Essential Functions: Driving Customer Satisfaction and Operational Excellence

Your role will encompass a diverse range of responsibilities, blending technical expertise with meticulous customer interaction and operational efficiency. Each function is vital to supporting the organization’s mission in cardiorespiratory health solutions:

• Maintain Accurate Customer Records in CRM: You will meticulously maintain accurate and comprehensive records for all customer contacts within the CRM (Customer Relationship Management) database. This includes detailing Account, Contact, Asset, Opportunities, and Case records, ensuring that all interactions are thoroughly documented. This meticulous record-keeping is vital for tracking customer history, understanding their needs, and providing consistent, high-quality service.
• Provide Prompt and Courteous Customer Support: You will be responsible for providing prompt, courteous, and professional responses to all customer inquiries, issues, or application questions. Your ability to quickly determine when questions or issues can be immediately answered versus when they require escalation to technical support for remediation is crucial for efficient workflow. You will take full ownership of customer issues from initial contact through to successful resolution, ensuring complete customer satisfaction. Throughout this process, proper and thorough documentation of every step is paramount.
• Adhere to Departmental Procedures and SOPs: You will strictly follow all procedural work instructions and standard operating Procedures (SOPs) for the department. This includes, but is not limited to, adhering to guidelines for Technical Support, managing HL7 Interface (Health Level Seven – a standard for interoperability in healthcare) issues, ensuring meticulous CRM documentation, accurate Sales Order Entry, precise RMA (Return Merchandise Authorization) entry, and maintaining strict compliance with HIPAA Security regulations for patient data. Your adherence to these procedures ensures consistency, compliance, and operational integrity.
• Educate Customers and Provide Comprehensive Documentation: A proactive part of your role will involve providing education and clear documentation to customers. The goal is to empower them to use the client’s cardiorespiratory diagnostic products in the most efficient and effective manner possible. This could involve creating user guides, troubleshooting FAQs, or delivering remote training sessions, thereby reducing repeat inquiries and enhancing user autonomy.
• Generate Service and Support Revenue Opportunities: You will actively contribute to service and support revenue generation. This includes proactively referring potential support agreement sales opportunities to the UCSA (Uninterrupted Customer Support Agreement) sales team and identifying new system leads for Field Sales Representatives. Furthermore, you will be responsible for quoting and pursuing software and hardware upgrade sale opportunities, quoting and pursuing sales of software options, and quoting professional services. This requires a keen eye for business opportunities within your customer interactions.
• Provide Sales Technical Support: When necessary, you will provide essential sales technical support. This includes addressing general application questions from prospective clients and, at times, performing detailed product demonstrations to showcase the capabilities of the cardiorespiratory diagnostic systems. Your technical acumen combined with a customer-facing approach will aid the sales process.
• Deliver Timely Management Reports and Account Insights: You will be responsible for providing management with timely and concise written reports on your recommendations, progress on key initiatives, and any emerging concerns related to customer accounts or product performance. You will become highly knowledgeable of specific customer accounts and proactively alert management to any potential concerns or strategic opportunities.
• Maintain Close Cross-Functional Communication: You will foster and maintain close communication with various internal teams, including professional services, technical support, quality assurance, training, marketing, product management, software engineering, service, and validation staff. This collaborative communication is vital for successfully supporting new products and software releases, efficiently resolving complex customer issues, and sharing valuable customer feedback to drive product improvement.
• Customer Response Center Phone Management: As an Implementation Specialist, you will adhere strictly to department procedures prescribed for ACD (Automatic Call Distribution) line call center support. This ensures efficient handling of inbound customer calls, adherence to service level agreements, and consistent customer experience.
• Accept Other Responsibilities as Assigned: You will demonstrate flexibility and a willingness to accept other responsibilities as assigned by management, contributing to the overall success and adaptability of the IT support department.
• Complete Mandated Training: You will diligently complete all training as identified by standard operating procedures and procedural work instructions, ensuring your skills remain current and aligned with evolving product features and support processes.
• Regular Attendance and Compliance: Regular attendance is an essential job function, highlighting the critical nature of your presence. You will consistently follow all Company policies and procedures relating to confidential proprietary information (CPI), including but not limited to guidelines outlined in the Confidentiality and Non-Solicitation Agreement, ensuring the highest standards of data security and intellectual property protection.

Must-Haves: Core Technical and Professional Competencies

To be a successful Software Support Specialist in this highly technical and customer-focused role, candidates must possess a specific set of critical competencies that are foundational to supporting complex cardiorespiratory health solutions:

• Networking Expertise within Windows/Microsoft Environments: A paramount “must-have” is a strong understanding of the networking aspect of Windows/Microsoft environments. This implies deep familiarity with Windows networking configurations, troubleshooting connectivity issues within Windows 10/11, understanding network protocols as they apply to Windows systems, and diagnosing network-related performance problems on end-user machines and servers. Your fluency in this area is crucial for resolving the “networking piece” of IT support challenges.
• SQL Proficiency for Troubleshooting and Data Understanding: Proficiency in SQL is a huge must-have within the networking piece and for IT troubleshooting generally. This means being able to write queries to extract information from databases (e.g., for log analysis, user data, application configurations), understand database schemas, and potentially perform basic data manipulation to aid in problem diagnosis. This skill is critical for understanding data flow related to applications and network components.
• IT Programming/Scripting Skills: A foundational understanding of IT programming or scripting is highly desirable, as indicated by “IT programming.” This could involve familiarity with PowerShell for Windows automation, basic scripting for data manipulation, or understanding how software interacts with the operating system and network at a programmatic level to assist with advanced troubleshooting and customization.
• Software Installation Expertise: Proven experience with software installation, including understanding prerequisites, managing dependencies, troubleshooting installation failures, and ensuring proper configuration for optimal functionality, is essential. This often involves working with various deployment methods and ensuring compatibility within the client’s environment.

Job Specifications: Foundational Requirements

• Educational Background: A Bachelor of Science (BS) degree in physical sciences, computer science, or an equivalent field is strongly preferred. A minimum 2-year degree is required, demonstrating a foundational academic understanding relevant to the role.
• Familiarity with Cardiorespiratory Diagnostic Equipment: While direct experience might not be a “must-have” for all aspects, a familiarity with cardiorespiratory diagnostic equipment or a strong aptitude to quickly learn about specialized medical devices is critical. This context is essential for understanding the product line you will be supporting.
• Effective Communication Skills (English): The ability to effectively communicate in English is non-negotiable. You must possess excellent written and verbal communication skills and strong interpersonal skills to interact professionally and clearly with customers, team members, and management.
• High Computer Proficiency and Organization: You must demonstrate high computer proficiency across various software applications and operating systems. This is coupled with strong organizational skills to manage multiple customer cases, priorities, and documentation effectively in a dynamic environment.
• Desire to Succeed and Professional Demeanor: You should demonstrate a strong desire to succeed, exhibiting integrity, a professional demeanor, and a commitment to continuous improvement in your role.

Line of Business: Impacting Cardiorespiratory Health

The client operates within the Med Device (Medical Device) line of business, specifically focusing on providing cardiorespiratory health solutions. This includes a mission to develop, manufacture, and market non-invasive diagnostic systems for the crucial tasks of detecting, classifying, and managing cardiorespiratory disease. Your work directly contributes to improving patient care and advancing medical technology.

If this Software Support Specialist role in St. Paul, MN, aligns with your expertise in Windows networking, SQL, software installation, and your passion for providing exceptional customer support within the vital medical device industry, we encourage you to learn more about this exciting full-time direct hire opportunity. This is a chance to make a tangible impact on product functionality and customer satisfaction within a highly specialized field.

To take the next step in your career and potentially join this dedicated team, click “Apply Now.” A recruiter will be in touch with you promptly to discuss this great opportunity in detail, answer any questions you may have, and guide you through the application process. We look forward to connecting with you and exploring how your expertise can contribute to advancing cardiorespiratory health solutions!