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

A contact in our network has shared an opening for a Software Support Specialist at a leader in the medical device industry. 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.

What’s the Job? 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 company’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 company’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 will include 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, and concerns. You will become highly knowledgeable of accounts and proactively alert management to any potential concerns.
• 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, efficiently resolving complex customer issues, and sharing valuable customer feedback to drive product improvement.
• Customer Response Center Phone Management: All Implementation Specialists will adhere 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 what is outlined in the Confidentiality and Non-Solicitation Agreement, ensuring the highest standards of data security and intellectual property protection.

Job Specifications: Foundational Requirements

• Must-Haves: Core Technical Competencies:
  • Networking Expertise in Windows/Microsoft Environments: A paramount “must-have” is a strong understanding of the networking aspect of Windows/Microsoft 11. This implies deep familiarity with Windows networking configurations, troubleshooting connectivity issues, and diagnosing network-related performance problems on end-user machines. Your fluency in SQL is huge within the networking piece as well, indicating a need for database interaction in troubleshooting.
  • IT Programming/Installation: A foundational understanding of IT programming or scripting is highly desirable, as indicated by “IT programming.” This is coupled with expertise in installation of software and systems, including understanding prerequisites and troubleshooting installation failures.
• Education: A BS 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: 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 and Interpersonal Skills: You possess excellent written and verbal communication skills in English 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 and strong organization skills to manage multiple customer cases, priorities, and documentation effectively in a dynamic environment.
• Desire to Succeed and Professional Demeanor: You demonstrate a strong desire to succeed, exhibiting integrity and a professional demeanor, and a commitment to continuous improvement in your role.

Line of Business: Impacting Cardiorespiratory Health

The company operates within the Med Device (Medical Device) line of business, specifically 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, then this is an excellent full-time direct hire opportunity to make a tangible impact on product functionality and customer satisfaction within a highly specialized field.

Are you ready to contribute to advancing cardiorespiratory health solutions?