Job DescriptionAbout CooperSurgicalCooperSurgical is a leading fertility and women's healthcare company dedicated to putting time on the side of women, babies, and families at the healthcare moments that matter most in life. CooperSurgical is at theforefront of delivering innovative assisted reproductive technology and genomic solutions that enhance the work of ART professionals to the benefit of families. We currently offer over 600 clinically relevant medical devices to women's healthcare providers, including testing and treatment options. CooperSurgical is a wholly-owned subsidiary of CooperCompanies (Nasdaq: COO). CooperSurgical, headquartered in Trumbull, CT, produces and markets a wide array of products and services for use by women's health care clinicians. More information can be found at www.coopersurgical.com.Responsibilities
- Incident Management: Serve as a second-tier support specialist by troubleshooting and resolving complex technical issues reported by end users. This involves detailed analysis of log files, databases, and the use of remote diagnostic tools to identify root causes.
- All activities will be logged, tracked and kept upto date in CRM
- Escalation Handling: Evaluate and escalate unresolved issues to Level 3 support or development teams with detailed documentation of the problem, steps taken to investigate, and any temporary fixes applied.
- Customer Communication: Communicate effectively with customers through various channels (email, phone, chat) to understand their issues, provide updates on issue resolution progress, and ensure a positive customer service experience.
- Knowledge Base Maintenance: Contribute to the internal and external knowledge base by documenting common issues, troubleshooting steps, and solutions to enhance self-service resources and assist first-tier support representatives.
- Training and Mentoring: Provide training and guidance to Level 1 support staff by sharing expertise, conducting regular knowledge-sharing sessions, and assisting in the development of training materials.
- Product Feedback Loop: Monitor and analyze support tickets to identify trends, recurring issues, and areas for improvement in the product or support process, and communicate them to product development team.
- Collaboration and Coordination: Work closely with cross-functional teams, including development, Field Service, EQBS, CS, QA, product management, and sales, to coordinate on product issues, updates, and resolutions.
- Continuous Learning: Stay up-to-date with the latest product features, technologies, and industry best practices to provide high-quality support and advice to customers.
- Incident Response Participation: Participate in the incident response team for major outages or incidents, contributing to the resolution process and post-mortem analysis to prevent future occurrences.
#LL-DD1Qualifications
- Master's or bachelor's degree in Information Technology/ Computer Science,
- MBA and/or equivalent industry experience
- ITSM / ITIL
- Previous experience in a software Hosted product related business.
- Will need a broad technical background and be able to demonstrate competence/ skills in most of the following:
- AWS, Azure, Windows Server, RedHat, Cloud Linux, SQL Debian, EMR integrations, HL7
- Data protection / compliance.
- Understanding of CRM systems (Dynamics 365 experience is a benefit)
- Previous experience in IVF / MedTech or similar industry with awareness of regulatory requirements
- Able to communicate at all levels internally and directly with customers ( end users, clinic staff and management and their respective IT organizations).
- Team player - across cultures & organizational dimensions.
- Customer oriented
- Pro-active attitude
- Strong written and verbal communication skills, particularly the ability to influence and persuade others ( inc customers and cross functional internal matrix colluegues.
- Resourcefulness and problem-solving ability, able to identify a wide range of simple and complex solutions.
- Motivated to make a difference, self-starter
- A resilient personality that can cope with organizational complexity and change
As an employee of CooperSurgical, you'll receive an outstanding total compensation plan. As we believe your compensation goes beyond your paycheck, we offer a great compensation package, medical coverage, 401(k), parental leave, fertility benefits, paid time off for vacation, personal, sick and holidays, and multiple other perks and benefits. Please visit us at www.coopersurgical.com to learn more about CooperSurgical and the benefits of becoming a member of our team.To all agencies: Please, no phone calls or emails to any employee of CooperSurgical about this opening. All resumes submitted by search firms/employment agencies to any employee at CooperSurgical via-email, the internet or in any form and/or method will be deemed the sole property of CooperSurgical, unless such search firms/employment agencies were engaged by CooperSurgical for this position and a valid agreement with CooperSurgical is in place. In the event a candidate who was submitted outside of the CooperSurgical agency engagement process is hired, no fee or payment of any kind will be paid.We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender, gender identity or expression, or veteran status. We are proud to be an equal opportunity workplace.