Tier II Customer Technical Support Specialist (US-based remote working options)

IMPORTANT: only individuals from the domain @TheActigraph.com will reach out to you. If you receive any emails from any other domains such as @careers-theactigraph.com, this is not ActiGraph.

ActiGraph is an international leader in the development of validated medical-grade wearable solutions used to measure physical activity, sleep, and behavior patterns in the broader global academic and pharma research communities.

Do you have an innate desire to go above and beyond for clients and issues? Do you have an intrinsic curiosity to discover why an issue occurs? Do you feel that the only way to successfully troubleshoot an issue is to reproduce it while discovering details about the product that haven’t been discovered before? Do you enjoy becoming a subject matter expert (SME) on an issue when escalation resources consult with you for details? Do you want to be part of a team that thrives on the camaraderie built from collaborating on complex issues? Then this position could be the right one for you! Act fast and apply here to start the process of joining a team of highly motivated and fun support geniuses!

Actigraph is seeking a Tier II Customer Technical Support Specialist to be a key contributor within multiple areas of a small technical-based rapidly growing company. The candidate must possess strong interpersonal communication skills and a strong work ethic.  The individual must be flexible and have the ability to multitask.  This position will be required to work with to resolve customers’ advanced product-related issues, focusing on assisting customers with complex technical inquiries related to our software and hardware applications.   This position will serve as a mentor for Tier I Support and a liaison between Tier I and Tier III support helping to streamline the support process. This role requires weekly rotation on-call duty (Sun-Thurs, 5-9 PM CT) with minimal call volume, averaging one call per month.

We hope you’ll consider helping us pioneer the digital transformation of clinical research!

All responsibilities are to be performed in accordance with the ActiGraph core values, standards, policies, and procedures.

The essential duties and responsibilities for this role include:

Technical Support:

• Provide expert-level technical support to customers via phone and ticketing system.
• Troubleshoot and resolve complex issues related to our software and hardware, including installation, configuration, and usage.

Customer Assistance:

• Assist customers in understanding application functionality, features, and best practices.
• Ensure customers’ inquiries and issues are addressed promptly and effectively.
• Communicate effectively with large research and clinical trial customer base/teams.
• Follow GCP (Good Clinical Practice) and PHI policies throughout client communications and work activities.
• Respond to urgent calls beyond regular working hours according to a rotating weekly on-call schedule.

Escalation Management:

• Collaborate with Tier I support to receive, prioritize, and escalate support requests when necessary.
• Work closely with Tier III or development teams for advanced issue resolution.
• Discover, identify, and escalate trending issues.

Documentation and Knowledge Sharing:

• Achieve a high level of product domain and technical knowledge and act as a product SME.
• Create and maintain comprehensive documentation for common technical issues and solutions.
• Routinely share knowledge with team members to enhance overall support capabilities.
• Maintain detailed records of customer interactions, support activities, and resolutions.

Team Leadership:

• Train and mentor a team of Tier I Customer Technical Support Specialists.
• Foster a collaborative and learning-oriented team environment.

Other detailed responsibilities include:

• Ensure customers’ inquiries and issues are addressed promptly and effectively..
• Maintain customer records, using automated systems.
• Perform a wide variety of duties to assist customers by answering questions, providing information, and interacting with other departments as required.
• Developing constructive and cooperative working relationships with others, and maintaining them over time.
• Collaborate with Tier I support to receive, prioritize, and escalate support requests when necessary.
• Work closely with Tier III or development teams for advanced issue resolution.
• Update the support internal knowledgebase and providing focused trainings to the support team on trending issues and topics.
• Troubleshoot and resolve complex issues related to our software applications, including installation, configuration, and usage.
• Assist customers in understanding application functionality, features, and best practices.
• Developing specific goals and plans to prioritize, organize, and accomplish your work
• Communicating with people outside the organization, representing the organization to customers, the public, government, and other external sources. This information can be exchanged in person, in writing, or by telephone or e-mail
• Protecting PHI and client data in all forms of communication with external audiences
• Take on the more technical support tickets/issues
• Assist and mentor Tier I Software Support Specialists on advanced technical product topics.
• Act as a backup to Customer Technical Support management.
• Other duties as assigned.

Technical Job Functions

Basic skills:

• Troubleshooting ActiGraph product key licenses
• Processing activity monitor/hub RMAs
• ActiGraph Device/Software troubleshooting
• Monitoring internal systems for reliability
• Microsoft Excel

Advanced skills:

• API systems
• Knowledge of JSON
• Hexadecimal data parsing
• Knowledge of data analysis (for troubleshooting)
• Basic SQL Queries
• ActiGraph Mobile App Troubleshooting (Android / IOS)
• Analyzing technical hub and mobile app logs for troubleshooting connectivity issues.

All responsibilities are to be performed in accordance with the ActiGraph core values, standards, policies and procedures.

As an equal opportunity employer, all employment at ActiGraph is governed without regard to, nor influenced by, race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law.

Requirements

The ideal candidate will have:

• Bachelor’s degree in computer science, information technology, or a related field (or equivalent experience) preferred but someone with equivalent experience could be considered.
• 2-5 years experience in customer support or technical support, with a focus on Tier II or advanced support.
• Ability to defuse difficult or irate callers
• Adept in critical thinking/problem-solving skills
• Exceptional verbal and written communication skills
• Strong technical troubleshooting and problem-solving skills.
• Knowledgeable in Windows and Microsoft Office
• Experience in SalesForce and/or Desk.com (or other similar CRM/ticketing system) is a plus
• Familiarity with SQL and scripting languages is a plus.

Benefits

At ActiGraph, we do our best to offer benefits and a work environment that is positive, fun, and tailored towards the needs and feedback of our team members. We do so by offering:

• A casual “dress-code” environment
• A family-oriented and collaborative workplace
• Paid time off (including paid time off for your birthday)
• And a very generous suite of benefits including: medical, dental, vision, basic/life accidental, short/long term disability, identity theft, 401K (plus a match), supplemental insurance options, AND tuition reimbursement
• This is a full-time, hourly position, located in Pensacola, FL (US-based remote options may be considered)