• Technical Support Representative

    Job Locations CA-BC-Richmond
    Job Post Information* : Posted Date 2 weeks ago(11/26/2018 3:38 PM)
    # of Openings
    Field Service
    Regular Full-Time
  • Overview

    BK Ultrasound develops and manufactures diagnostic ultrasound systems designed to make ultrasound easy to use in more areas of patient care.  With industry leading workflow and premium image quality, our systems offer unique features that make it popular for patient point-of-care applications including reproductive medicine, anesthesia, emergency medicine, obstetrics and other private practice and clinic environments.  BK Ultrasound operates in conjunction with its global subsidiaries located in Copenhagen, Denmark, Shanghai, China, Montreal, Canada and headquarters in Peabody, USA.


    We have an immediate opening for a full-time Technical Support Representative at our office in Richmond, BC. This position will work in a team environment and will act primarily as a first-level contact for information, technical support, and or concerns, for our customers. The ideal candidate will be versed in customer support and able to work in a fast paced and demanding environment. This role is ideally suited for a person who has experience in technical customer service and or call-centre environments and wants to develop and expand their technical support knowledge and expertise.


    Primary Responsibilities

    • Answer incoming requests for assistance by telephone, e-mail or chat;
    • Troubleshoot and resolve product performance issues through remote communication methods;
    • Dispatch, coordinate and support Field Service Personnel where applicable;
    • Update and maintain service call records and customer information as outlined in Service Operating Procedures, e.g. CRM call records;
    • Support and assist in the sale of service contracts
    • Office-based position and may be required to perform field services on occasion



    Skills Requirements

    • Commitment to high level of customer service
    • Excellent interpersonal and oral and written communication skills;
    • High degree of professionalism in dealing with difficult situations and demanding customers;
    • Proven organizational skills with the ability to prioritize tasks;
    • Logical thinker with proactive troubleshooting and critical problem solving skills;
    • Self- motivated with ability to work in a close team environment
    • Strong technical abilities with prior troubleshooting experience in hardware, software, and computer networking; TCP/IP & Wireless networking experience;
    • Strong PC skills, competent with Microsoft Office and proficient with Windows XP 7 & 8 environment;
    • Ability to learn new systems and technologies quickly;
    • Fluent in English. The ability to speak other languages will be a definite asset;


    Other Information Shift, on-call, overtime and holiday work required


    Experience and Educational Requirements

    • Diploma in technical studies; A+ and or Network +
    • Experience in a technical customer support/service or call centre role
    • Previous experience with direct customer contact, preferably within a global organization
    • Previous medical device servicing experience or prior experience as a biomedical engineer with an ultrasound background
    • Familiarity working with CRM databases


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