Tecnico de Soporte III - Military Veterans
at Medline Industries LP.
Job Description
Medline is seeking for Support Technician III will identify and resolve issues resulting in high team contributions and maintain high levels of customer satisfaction within the Technical Support Team. Primarily responsible for providing software and hardware telephone support for Medline's employees nationwide.
Main Responsibilities:
- • Diagnose and resolve technology-related problems using documented procedures and troubleshooting tools (where available) in the performance of most responsibilities.
• Provide technical advice, guidance and informal training to customers on hardware and software programs.
• Serve as a single point-of-contact with the IT Department for end-users. In addition to problem identification, perform on-the-spot training to prevent problem reoccurrence and promote knowledge transfer.
• Provide an appropriate level of empathy and sensitivity to all customers. Promote a professional, responsive, and positive experience through all aspects of interaction including verbal and written correspondence.
• Follow team guidelines and procedures to manage open issues.
• Accurately and efficiently enter call data into Medline's tracking system.
- • Escalate higher tier problems to appropriate support teams.
• Provide a high level of detail in the documentation of all calls that require escalation outside of the immediate team.
• Ensure that all escalated issues have been thoroughly researched and compared against the team's knowledge database prior to escalation.
• Contribute to knowledge database and call tracking database as needed to enhance quality and consistency of problem resolutions.
• Create and publish knowledge base articles to assist others in the diagnosis and resolution of specific issues.
• Associate or bachelor's Degree, or technical institute degree/certificate in Computer Science, Information Systems, or another related field preferred.
Experience required:
• 1+ years of high phone call volume IT help desk work experience.
Knowledge / Skills / Abilities:
• Bilingual (English | Spanish)
• Experience providing Tier 1 support of low to medium complexity within a team environment.
• Familiarity working with a call tracking ticketing system and ACD systems preferred.
• Experience working with troubleshooting tools such as remote connection tools, SCCM, remote help, a plus.
• Experience supporting one or more of the following preferred: OneDrive, OneNote, Windows 10, Office 2016.
Medline Industries, LP is an equal opportunity employer. Medline evaluates qualified applicants without regard to race, color, religion, gender, national origin, age, sexual orientation, gender identity or expression, disability/handicap status or any other legally protected characteristic.
Nuevo Laredo, TAMPS
In 2002, Medline began delivering products in the Chicagoland area with a single truck. Today, Medline’s MedTrans transportation fleet has grown to more than 1,500 vehicles, delivering nearly 80% of Medline U.S. product sales and providing consistent, exceptional end-to-end supply chain service.
Medline has the largest owned transportation fleet of any healthcare product distributor in the U.S. And MedTrans has grown along with Medline over the past two decades, doubling the size of its fleet every five years, and continuing to diversify its vehicles and strategies to meet the company’s evolving portfolio of more than 300,000 products.
The current MedTrans fleet is comprised of semi trucks, box trucks and cargo vans to accommodate large and small deliveries. MedTrans delivers supplies to major hospital and healthcare systems, as well as ambulatory surgery centers, long-term care facilities, clinics, physician offices and more recently, residential homes.
MedTrans also seeks to minimize the impact of its deliveries on the environment. This includes implementing across-the-board fuel and emissions-reduction standards and practices: utilizing Dynamic Route Planning to reduce miles and improve trailer utilization; purchasing the most efficient diesel-fueled trucks; and incentivizing all drivers to avoid hard stops, heavy acceleration, high speeds and long periods of idling. Medline also has served as an Environmental Protection Agency SmartWay® Transport partner for the past 10 years, tracking and sharing information on the company’s fuel use and freight emissions.