Lonnie Garth Email & Phone Number

United States

Remote

Greater Pittsburgh Area

Greater Pittsburgh Area

Coordination of pre-install activities (scheduling installs, reviewing Pre-installation checklists, completing Pre-installation readiness checks with customers, etc.)Remote configuration of software according to customer specifications.Post install support within the product support call center.Assist customers with maximizing the utility of Encore software by appropriately configuring the software and training end-users to meet individual customer needs. Work closely with the software engineering team to resolve escalated customer issues and to determine requirements for future releases, as well as assist with testing future releases prior to launch.Research, record, and provide appropriate feedback and solutions to customers with regard to product complaints and events associated with the software application.Inform Product Managers on customer issues related to software utilization and software design.Must maintain technical expertise with both Respironics sleep therapy products and their usage as well as general networking and PC skills.

Greater Pittsburgh Area

•Respond to/resolve customer inquiries/issues forwarded through the ticket system, email or phone•Document status of all customer issues in ticket system•Contact underlying carriers or Sales Department as appropriate to resolve customer technical issues•Perform TN testing on TNs reported by customers; LNP TN overflow testing•Assist in resolving mid-level technical issues•Make outbound calls as necessary to obtain clarification from customers on outstanding issues and provide updated status of current tickets•Answer inbound calls and create trouble tickets based on customer reports•Communicate with vendors to open and update trouble tickets•Participate in and contribute to daily support meetings•Offer support for our internal BackOffice portal used by customers•Troubleshoot and document reported defects and submit to Development Department as necessary•Test, confirm, and report (as necessary) API issues reported by customers•Troubleshoot, test, confirm, and resolve (where possible) for all products/services offered•Perform additional duties as assigned by Operations Manager or Technical Service Supervisor