| Company: | Medtronic |
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|---|---|---|
| Job Role: | Senior Technical Support User Analyst | |
| Experience: | (0 to 2 years): | |
| Vacancy: | 20+ | |
| Qualification: | BE/BTech, ME/MTech, MBA | |
| Salary: | Up to $200000 | |
| Location: |
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| Join us on Telegram | Click Here | |
| Apply Mode: | (Online) | |
| Deadline: | Not Mentioned |
The most powerful hopes can be simple, ordinary. The father of a Type 1 diabetic who worries constantly about his son’s blood sugar spiking when he’s at a friend’s house. A woman whose irregular heartbeat may be a sign of concern, not joy. Far too many people struggle profoundly to do things we should all be able to take for granted. Our resolve to improve every single life fuels our desire to make an extraordinary impact as the leader in healthcare technology.
We reimagine the treatment of over 70 of the world’s most complex and challenging conditions. Not for the one, but for the many. Not someday, but this day. By bringing together data, artificial intelligence, and our deep knowledge of the human body, we create something even more extraordinary. In strengthening, lengthening, and saving lives, we restore hope and possibility
We reimagine the treatment of over 70 of the world’s most complex and challenging conditions. Not for the one, but for the many. Not someday, but this day. By bringing together data, artificial intelligence, and our deep knowledge of the human body, we create something even more extraordinary. In strengthening, lengthening, and saving lives, we restore hope and possibility
Job Description:
Careers that Change Lives
- Provide guidance, consulting, coaching and technical support to internal clients, on all their technology related needs. Build strong relationships with customers and collaborate with cross-functional teams internally to deliver consistently excellent customer experiences. Focus on value-add activities to promote Global IT provided devices, applications and services, drive adoption, identify problems, find solutions, and improve relationships. Drive customer success through in-depth understanding of their business needs and relevant technology solutions, to increase end users’ agility, and to contribute toward accelerated business outcomes.
- Develop and maintain a deep understanding of the customer groups within your site to help to build the base of knowledge, attributes, and insights for customer personas.
- Establish a trusted technology solutions advisor relationship with customers to drive value of Global IT products and services.
- Build relationships with key stakeholders in the customer's organization to enable a great customer experience and capture any concerns from a service performance perspective.
- Become the champion and voice of the customer internally for your assigned customers. Help to ensure that their needs are being met.
- Help customers to overcome technology related issues and to achieve customer success goals.
- Be a point of contact to gather and document customer feedback regarding service performance and experience; participate in feedback forums to share and relay information back to Customer Success team and other key stakeholders.
- Serve as day-to-day contact for assigned customers, building trust and rapport while identifying areas of opportunity, highlighting best practices, and documenting them.
- Provide guidance related to on-boarding, training, and technology use scenarios, ensuring high levels of customer satisfaction.
- Serve as a partner with Service teams to support customer in service deployments, change management efforts, technology transition and accelerate adoption initiatives.
- Provide solution-oriented presentations and assist with post-demonstration processes to close the loop with the customer and confirm success of the expected outcomes.
- Communicate effectively with business stakeholders to understand the most relevant services features/functionality for their specific business needs, to identify opportunities for value add and to increase services adoption.
- Identify new business enabling technology needs and make recommendations to the business.
- Assist customers with technology assessments, testing, and implementation.
- Educate customers on Global IT policies, standards, and assist with engagement process.
- Develop and maintain technology use best practices, as well as customer education and support content, with the help of the Workforce Development team.
- Maintain existing customer success and experience metrics, and other relevant data as directed.
- Other responsibilities and tasks as assigned by Management.
- Bachelor’s degree
- 4+ years of experience with a bachelor’s degree or 2+ years of experience with an advanced degree
- 2-5 years of experience in Information Technology field
- Must have experience supporting and solid understanding of:
- Common office productivity, conferencing, and collaboration tools
- Core business applications
- End user hardware devices and peripherals
- Mobile devices and software
- Strong verbal and written communication skills
- Analytical and process-oriented mindset
- Comfortable working across multiple departments in a deadline-driven environment
- Active team player, self-starter, and multitasker who can quickly adjust priorities
- Previous Medtronic experience
- Preference given to current Medtronic employees
- Priority consideration will be given to local applicants
- Broad spectrum of experience working with various technology solutions.
- Strong professional work ethic with an ability to deliver results with minimal supervision
- Exceptional presentation, communication, negotiation, interpersonal, and closing skills
- Is creative and adaptable with the ability to effectively coach and lead in a rapidly changing environment
- Is intellectually curious and understands the responsibility of continuous learning
- Possesses a consultative approach and mindset, with the ability to build trusted relationships
- Persuasive and influential in interactions so that customers remain open to all options that may meet their needs and deliver on their business outcomes.
- ITIL Foundation or Master Certification preferred
- Project management skills
- Customer service: Service mindset, dedication to meeting customer needs, supporting the ability to respond quickly, competently, and patiently to client requests.
- Communication: Excellent oral and written communication, ability to communicate complex technical information to non-technical audiences
- Knowledge: Applies advanced in-depth knowledge of end user computing technologies and broad knowledge across various IT disciplines
- Problem-solving: Provides solutions to a wide range of difficult problems. Solutions are imaginative, thorough, practical, and consistent with unique business needs and organizational objectives.
- Interpersonal: Conflict resolution, teamwork, maintains a positive attitude towards customers, co-workers, and the company
- Adaptability: Works logically under pressure, shows leadership in times of change and stress
Remote-based position on interim basis only due to Covid-19 Pandemic.
Upon approval of “Return to Office” site guidelines, this role may require the individual to work onsite.
Travels might occur and could be up to 10%.
Additional Information
Posting Date: Nov 7, 2021
Travel: No
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