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Technical Support 2, Eyefinity

Date:  Nov 9, 2019
Req ID:  34872
Division:  Eyefinity

Rancho Cordova, CA, 95670

VSP Global is comprised of five complementary businesses that combine high-quality eye care insurance, high-fashion eyewear, customized lenses, ophthalmic technology and retail solutions, with employees in over 23 countries. No matter the role, we’re all focused on a singular mission: to help people see. Learn more by visiting

General Summary

With general supervision, analyze and resolve problems relating to software, databases, and network utilized by Eyefinity/OfficeMate customers, and staff. Provide database support and service on routine to complex desktop, server, software issues.. Provide technical support and customer service to Eyefinity/OfficeMate customers to maintain the highest level of customer satisfaction.  

Essential Functions

Receives, tracks, responds and resolves Eyefinity/OfficeMate Customer Care calls. Provides training and support for simple to complex database issues related to the OfficeMate and OfficeMate Enterprise software


Provides third level support by tracking and responding to all inquiries, problems, and request for training, information, hardware specifications, software, hardware, and network communications


Identifies database issues through problem duplication and manipulation of customer data to provide details to the OfficeMate development team for product correction and improvement


Investigate, diagnose and implement solutions for database issues; deliver on-the-spot user training


Provides product information to members, doctors, groups and internal employees


Utilizes troubleshooting tools which include OfficeMate software – multiple versions, Lotus Notes, Microsoft Office Suite, Internet Browsers, OnTime Issue Tracker, Online knowledge databases, Confluence, and general computer hardware to troubleshoot a variety of issues


Documents and/or logs all calls, records all activity/communications regarding incidents and problems. Maintains all defined service standards


Follows support processes and assists in the development of support procedures and documentation to provide consistent and reliable support and excellent customer service

Perform other related duties including projects, support, training, and communication activities as assigned by management


Maintain industry knowledge of the OfficeMate software and the optical industry as it is trained and learned in the call center environment


Create new and/or revised technical procedures and processes and/or follow established procedures, service, and support standards


Develop expertise on industry knowledge of technology and database support and service tools


Investigate, diagnose and resolve routine to complex problems with OfficeMate business applications such as Microsoft Windows, Microsoft SQL


Remain current on all changes to products and procedures to accurately and consistently respond to inquiries.  Utilize customer service skills to effectively manage all inquiries

Job Specifications

Typically has the following skills or abilities:


Bachelor’s Degree in Computer Science or Information Technology; or equivalent experience and/or knowledge developed through on-the-job training and experience


Must be Microsoft Certified Professional and have MS SQL Certifications


Three to five years of experience in relational databases


Two years of customer service experience required


Presentation skills to present technical or system results, conclusions and recommendations to both technical and non-technical audiences


Must possess a working knowledge of PCs and their related hardware and peripherals


Excellent written and verbal communication skills to write, document, and explain technical issues


Excellent analytical, verbal, written, interpersonal, time management and problem solving skills required


Ability to prioritize, manage multiple tasks and participate fully in problem resolution required


Ability to work in a dynamic and rapidly changing environment, and learn new procedures and systems quickly


Must be able to function in a workgroup, team-oriented environment


A basic understanding of networking concepts is desired


Experience with practice management software and/or the optical industry is a plus


Need to be able to lift a minimum of 50 pounds


Ability to effectively communicate information to a wide variety of technical and non-technical individuals or groups


Regularly exercises discretion and independent judgment the in performance of his/her job duties

Working Conditions / Physical Demands

The working environment is generally favorable.  Lighting and temperature are adequate, and there are no hazardous or unpleasant conditions caused by noise, dust etc.


The above information in this description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job.

VSP Global is an equal opportunity employer and gives consideration for employment to qualified applicants without regard to gender, race, color, religion, sex, national origin, gender identity, sexual orientation, disability or protected veteran status.  We maintain a drug-free workplace and perform pre-employment substance abuse testing.

Nearest Major Market: Sacramento

Job Segment: Technical Support, Ophthalmic, Computer Science, Database, SQL, Technology, Healthcare

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