CooperSurgical
Digital Technical Support Specialist
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Job Description
Digital Technical Support Specialists will manage customer support demands in a professional manner following standard operating procedures. Acting as the first point of contact for customers, performing troubleshooting and escalating to higher levels as required to ensure all demands are managed and resolved in a timely manner. All customer interactions will be documented in the global CRM.
Responsibilities
Essential Functions & Accountabilities:
- Perform Tier 1 customer support responsibilities for software products ensuring all multi-channel inbound customer support demands are started and progressed in a timely manner, meeting or exceeding SLAs.
- Perform Tier 2 customer support responsibilities including enhanced troubleshooting and escalation management collaborating with Tier 3 teams as appropriate for timely resolution aligned with severity prioritization.
- Communicate effectively with customers through various channels (email, phone, chat) to understand their issues, provide updates on issue resolution progress, and ensure a positive customer service experience.
- Document all support actions and interactions in a clear and concise manner in the global CRM
- Represent the voice of the customer into the organization to highlight product and process improvement opportunities.
- Ensure all activities follow established quality processes, contributing to continuous service improvement.
- Contribute actively to global platforms for sharing knowledge and best practices by documenting common issues, troubleshooting steps, and solutions to enhance self-service resources and assist Tier 1 support representatives.
- Provide training and guidance to Tier 1 support staff by sharing expertise, conducting regular knowledge-sharing sessions, and assisting in the development of training materials.
- Participate in the incident response team for major outages or incidents, contributing to the resolution process and post-mortem analysis to prevent future occurrences.
- Participate in New Product Introduction (NPI), gaining early familiarity with product changes and updates prior to release.
- Perform additional related duties as assigned.
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Qualifications
QUALIFICATIONS
Knowledge, Skills and Abilities:
- Expertise in enterprise software support, SaaS operations, and/or healthcare IT systems.
- Strong collaboration skills, with the ability to work effectively across all cultures and organizational dimensions.
- Proficiency with CRM/ticketing systems (e.g. D365 and ServiceNow), monitoring tools, BI platforms, and DevOps workflows.
- Demonstrates a continuous learning mindset and commitment to professional development.
- Excellent verbal, written, and interpersonal communication skills.
- Resourcefulness and problem-solving ability, able to identify a wide range of simple and complex solutions.
- Fluent in English, additional language(s) required. (Preferably French, Italian, German and/or Spanish)
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Work Environment:
- Prolonged sitting at a computer workstation.
- Occasional lifting of equipment up to 20–35 kg.
- Ability to work across global time zones and support critical events.
- Exposure to clinical and laboratory environments during site visits.
Experience:
- Minimum of 5 years’ experience providing global customer service support with proven record of delivering high customer satisfaction.
- Strong experience supporting cloud platforms (e.g. Azure and AWS).
- Hands-on experience troubleshooting complex client/server software and networked environments.
- Experience supporting databases including Microsoft SQL Server and PostgreSQL.
- Experience supporting physical and virtual IT infrastructure, such as Microsoft Server, VMWare.
- Understanding of CRM systems (Dynamics 365 experience is a benefit)
Education:
- Formal education Master’s/bachelor’s degree in information technology (IT), computer science or a related field (or equivalent professional experience).
- ITIL and/or cloud certifications are an advantage.
Travel:
- Approximately up to 20% global travel for customer engagements and operational governance.
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