Software Support Specialist

Topcon Oakland , NJ 07436

Posted 1 week ago

Overview

Topcon is a comprehensive ophthalmic device manufacturer within the worldwide ophthalmic community. It introduced the world's first commercial back-of-the-eye spectral domain (SD) and swept source (SS) optical coherence tomography (OCT) systems, which have driven innovation in eye-care.

More recently, Topcon Healthcare Solutions started to enhance not only its hardware but also its software solutions. To become the leader in diagnostic software, Topcon has developed a new strategic division whose primary objective is to create world-class software solutions for the eye-care industry and beyond. Our products enable the collection and visualization of a wide range of imaging and clinical data while providing quantitative and clinical analysis capabilities. Topcon's software gives clinicians access to patient exam data captured from OCTs, Visual Fields, Fundus cameras, and other Topcon and third-party devices. We leverage Topcon's image management software called Synergy, where practitioners gain access to DICOM and non-DICOM information stored in a central, cloud-based environment. Additionally, Topcon now provides an integrated service that connects practitioners to an extensive network of reading services to assist in the management of sight-threatening eye diseases.

The successful candidate will respond to customer enquiries through email and telephone inquiries. They will extend technical support and training when needed, on software for external clients. Customer interactions will be recorded, in our Sales Force CRM application and the case will be tracked to completion. While following up on customer issues they will develop customer relationships through professional, dependable and accurate interactions. The person will follow best practice resolutions and when needed escalate issues to management and inform client functionality requests or software change requests to development team and offer proactive communication to clients, and project managers.

Responsibilities

  • Solve complex software related problems

  • Respond to requests for technical assistance in person, via phone and electronically

  • Research questions using available information services

  • Advise user on appropriate action

  • Escalate/redirect issues to the appropriate support team/resource

  • Identify and escalate situations requiring urgent attention

  • Track and route problems and requests and document resolutions

  • Inform management of recurring problems

  • Stay current with system information, changes and updates

  • Walk end users through problem-solving process

  • Work with users to document requirements for new reports and changes to current System

  • Follow up with end users after issue resolution to see how they are doing

Qualifications

Education & Experience

  • Experience in troubleshooting application and operating system issues

  • Ability to diagnose & address application issues

  • The ability to diagnose and repair windows based application

  • Working Knowledge of IT Hardware and Software

  • Experience with Windows server OS

Knowledge, Skills & Attributes

  • Basic background in SQL\ Networking background

  • Demonstrates effective customer service skills

  • Ability to learn and master employer-specific software

  • Demonstrates effective written and verbal communication skills (email, face to face and over the phone)

  • Works with people beyond giving and receiving instructions, maintaining effective working relationship

  • Excellent written and verbal communication skills

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Software Support Specialist

Topcon