Technical Support Engineer (NYC) - United States of America - Remote Based

Job Title

Job Description

516120 Technical Support Engineer (NYC)

The Software Technical Support Level 2 will be responsible for support our installation and customer support teams at a senior level.

Your role:

** This position will be reporting to the main campus in New York City, Monday-Friday 8am-5pm

• Analyzing break/fix issues and working with empathy and sense of urgency to deliver solutions to meet customer/partner needs, ensuring all customers receive prompt and courteous support enabling the highest possible customer satisfaction.
• Working through the resolution of technical service issues according to standard processes/procedures and specialized understanding of complex product issues.
• Ensuring all critical cases or highly complex situations are quickly transferred to appropriate senior staff member for immediate attention and proper escalation, while logging all service data required for tracking.
• Maintaining a high level of technical competence on Philips solutions and related technologies, while acting as subject matter expert on specific product group(s).
• Sharing best practices, knowledge and learning with team and the global support community to enhance the quality and efficiency of customer support.
• Working with customers, development teams or level 1 support teams to resolve product issues.
• Advising and coaching level 1 and/or technical consultants on the identification and resolution of issues or system build or configuration performing and documenting this knowledge.
• Participating in new product releases and beta cycles to ensure information and training requirements are met to support new products and to improve overall product quality.

You're the right fit if:

• Bachelor's degree (BA/BS) in Business, Computer Science, Information Systems or related field preferred or equivalent experience with at least 10 years of experience
• Experience with medical imaging software (Philips Medical imaging products …