Customer Technical Support Specialist II

Customer Technical Support Specialist II
Customer Technical Support Specialist II
Chicago, Illinois, United States
The Customer Technical Support Specialist Tier 2 provides specialized technical support for STERIS Sterile Processing and Connectivity software products. This position provides part front-line user support for the software, as well as specialized support for issues requiring additional expertise and experience. Expert analytical and problem-solving skills and a broad understanding of STERIS software are required to independently troubleshoot problems related to software, including internal software issues and external factors such as printers, networking, and configurations of servers and databases. Such work requires examining and analyzing application and operating system log files and diagnostics, providing backup support to the Tier 1 Specialists for issues that are more complex, and collaborating with Customer IT staff to troubleshoot complex issues. The Tier 2 Specialist also provides advanced implementation support and remote installation and upgrading of STERIS software, and is expected to be fluent in managing a broad array of software and interface projects without assistance. Additional responsibilities include handling Customer requests such as coding scripts to perform complex data updates, loads and requests, writing coding and delivering complex custom queries and reports, assisting software development staff in testing new versions of the software, and providing in-depth analysis of issues and error reports for development staff.
This role will support 9am-6pm CST and carries an on-call rotation of 1 week per month.
The Experience, Skills and Abilities Needed
Direct front-line Technical Support of Customers
Provides mix of front-line and second-line telephone and/or desktop/server support via remote connection to customer servers
Participates in 24/7 technical support coverage on rotational basis
Designs complex custom reports/queries using proprietary software and MS SQL Server
Performs complex bulk data updates, manipulations, and investigations as needed for Customers
Analyzes log files and application and system diagonstics and metrics to identify advanced problems or issues. Collaborates with Customer IT staff to troubleshoot complex issues.
Provides backup support to Tier 1 Specialists
Documents activity, issues and resolutions for Customer support issues
Implementation and upgrade support
Provides advanced technical expertise for implementation and upgrade calls with Customers
Assists and advises Customers with server and workstation set-up
Loads data into Customer servers and assists Tier 1 Specialists on complex data issues
Performs all setup, installation, and configuration tasks for STERIS software and interfaces independently.
Coordinates technical activities and tasks with Customer IT counterparts and assists Tier 1 Specialists with topics requiring advanced expertise or experience.
Document activity and interactions with customer implementations and upgrades
Testing and Documentation support
Assist in testing new proprietary software
Identifies areas of software, implementation, installation or maintenance requiring improved documentation
Writes, reviews and publishes documentation to support software

BS in computer science or closely related field and 3-7 years of experience working in technical support of computers, network, applications, etc OR 11+ years relevant experience without degree
Experience in programming in MS Access, Java, Visual Basic, C# or similar language
Experience in MS SQL Server
Experience with the configuration of personal and laptop computers, printers, and various other hardware and software required.
The ability to diagnose hardware repairs on computers and equipment.
Must possess good interpersonal and communication skills to effectively communicate with customers via phone and email
Must exhibit strong problem-solving and analytical skills to understand complex problems and situations
Must demonstrate attention to detail and responsibility in performing tasks
Ability to communicate well in high-pressure situations
Ability to independently research and investigate problems in highly complex and variable environments
Ability to mentor and support less experienced team members
Physical location that is able to access high-speed internet (cable modem) with capability to retain a permanent IP address

Pay range for this opportunity is $70,000 - $90,000. This position is eligible for bonus participation.
Minimum pay rates offered will comply with county/city minimums, if higher than range listed. Pay rates are based on a number of factors, including but not limited to local labor market costs, years of relevant experience, education, professional certifications, foreign language fluency, etc.
STERIS offers a comprehensive and competitive benefits portfolio. Click here for a complete list of benefits:
Open until position is filled.
STERIS is a leading global provider of products and services that support patient care with an emphasis on infection prevention. WE HELP OUR CUSTOMERS CREATE A HEALTHIER AND SAFER WORLD by providing innovative healthcare and life sciences products and services around the globe. For more information, visit .
If you need assistance completing the application process, please call 1 (440) 392.7047. This contact information is for accommodation inquiries only and cannot be used to check application status.
STERIS is an Equal Opportunity Employer. We are committed to equal employment opportunity to ensure that persons are recruited, hired, trained, transferred and promoted in all job groups regardless of race, color, religion, age, disability, national origin, citizenship status, military or veteran status, sex (including pregnancy, childbirth and related medical conditions), sexual orientation, gender identity, genetic information, and any other category protected by federal, state or local law. We are not only committed to this policy by our status as a federal government contractor, but also we are strongly bound by the principle of equal employment opportunity.
The full affirmative action program, absent the data metrics required by § 60-741.44(k), shall be available to all employees and applicants for employment for inspection upon request. The program may be obtained at your location’s HR Office during normal business hours.
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