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Technical Video Solutions Specialist
2 weeks ago
As a key player in our digital transformation, you will play a crucial role in implementing cutting-edge AI technology and computer vision in the operating room (OR) and surgical training.
The primary goal is to enhance the safety of surgeries worldwide. The Touch Surgery Ecosystem solution aims to provide a platform for hospitals to manage videos, analyze data, and livestream surgical procedures securely.
Your responsibility as a Technical Services and Ongoing Support Specialist (TSOS) within the Customer Success team will be to offer remote and on-site technical support for custom computing devices.
Key aspects of your job will include driving customer satisfaction through exemplary service and effective communication, supporting customers throughout their journey from pre-sales to post-deployment phases. Collaboration with global teams, sales, product, and engineering teams will be essential to ensure seamless support delivery.
Job Responsibilities:
- Deploying and maintaining the surgical video ecosystem
- Understanding and managing surgical video management systems
- Serving as the primary point of contact for issue resolution
- Designing and refining technical support structures aligning with global strategies
- Timely issue resolution through remote troubleshooting and field support
- Supporting implementation team activities from preinstallation surveys to upgrades
- Building relationships with sales and implementation teams to provide unified customer support
Qualifications:
- Minimum 5 years of experience in a technical or customer support role
- Proficiency in troubleshooting software issues and effective customer communication
- Knowledge of network infrastructure and technologies including IP address assignment and firewall configuration
- Ability to configure and troubleshoot devices for connectivity
- Strong problem-solving skills and customer-centric approach
- Excellent verbal and written communication skills
Benefits:
We are committed to empowering our employees to achieve better outcomes for our world. As part of our team, you will have the opportunity to work on innovative solutions that transform lives every day.
You will be part of a diverse team that values innovation, collaboration, and making a difference in healthcare.
Preferred Skills:
- Familiarity with video, streaming, and imaging technologies
- Experience with Cloud-based solutions, especially AWS
- Proficiency in ERP systems, Jira, ServiceNow, or ServiceMax
Education:
- Full-time graduate degree
