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Technical Support 2, Eyefinity

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

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 https://vspglobal.com/cms/careers/

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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