Job Summary – Remote 2nd Shift Support Specialist

This remote position supports client operations by handling customer and engineer-related inquiries and coordinating service activities.

Key Responsibilities:
Answer and manage customer and engineer phone calls (non–call center environment)
Troubleshoot system or application issues and provide basic support
Coordinate service by transferring calls to technical support and dispatching engineers
Assist with ordering equipment and managing notifications related to system issues
Support transition to new software platforms and complete associated training

Requirements & Skills:
Strong multitasking, critical thinking, and problem-solving abilities
Ability to quickly learn new systems and processes
Excellent communication skills
Reliable and adaptable, especially for after-hours scheduling

You own the E2E planning for the allocation and deployment of field resources in a highly dynamic environment. You apply critical thinking skills to ensure the consistent delivery of customer commitments while optimizing the utilization of field resources. You own customer communications E2E for all service events. You navigate complex discussions with customers when scheduling appointments. You manage and apply prioritization logic that aligns with customer commitments. You own the deployment of field resources; is the decision maker, coordinates with field management displaying strong influencing & collaborative skills. You manage capacity planning to meet cyclical demand ensuring delivery of customer commitments. You utilize problem solving skills when reprioritizing activities and resources to meet the requirements of a highly dynamic environment.

Your expertise:
A Bachelor’s degree or equivalent experience. Good PC skills (MS Office software like Word, PowerPoint, Excel and Outlook) Knowledge of SAP is preferred but not required Strong communication skills, both verbal and written, are necessary to effectively communicate with customers, internal partners, and diverse audiences Ability to support complex projects and determine the critical path to improve timely performance is essential The candidate should be able to independently perform important areas of standard professional level work that typically requires processing and interpreting more complex, less clearly defined issues Strong organizational and time management skills with exceptional attention to detail is required The candidate should be able to function as a Change Agent and successfully exhibit and promote change management, customer focus, and elevated levels of integrit Self-starter, self-motivated, high level of initiative, embraces an ownership culture. Customer facing experience is preferred Experience in medical device or healthcare.

Conducts technical and/or administrative, mainly pre-defined support activities for service operations and delivery.
Processes incoming orders, inquiries and/or requests regarding products and/or services.
Performs order management for assigned customers, manages and files clients' information in the information system.
Supports customer remotely and onsite, and provides 1st level user support in case of arising issues.
Drives complex issues and questions to respectively qualified Service Technicians or Service Engineers.
Cooperates with clients and sales representatives to clarify orders and issues.
Participates in investigating and resolving commercial and/or technical problems.
Supports pre-and/or post sales technical product advice for development, implementation and operation of customer solutions.

Impacts:

In Administration / Customer Services: Selects from among clear choices based upon defined procedures and practices, to address changing work situations appropriately. Thinking and portfolio of acting options cover a number of routines, and latitude is permitted to address topics with appropriate processes. Unexpected situations, however, typically needs technical assistance or authorization. Positions are expected to cope effectively with multiple choice situations in number of assigned processes and routines. Thinking is about applying or even adapting the "right" procedure to a process or an issue arising.

Key Responsibilities:
Deliver full range service in a defined and focused technical or administrative area of work, while clear input / output relations and generic and /or work specific guidelines, procedures are given or available. Positions need basic level of theoretical and practical know how, skills and typically some level related years of experience, in specialized processes, techniques and systems used in office environment. Position operates major parts or full spectrum of dedicated specialized standard software packages. Incumbents may handle routine and non-complex practical enquiries and procedures from internal or external customers. Deliver a limited range of practical, technical, operative and/or clerical processes within an area of work. Knowledge of standardized work routines and methods, general facts and information is necessary, usually acquired through training on the job. Position operates with dedicated, limited range of user interfaces or functionalities in standardized software programs, strictly related to their specific processes. Customer Services functions gather and file information gained in routine customer contact calls.

Higher level: Handling inbound calls, in basic 1st level support situations, while handling majority of request in the basis of given procedures.
Lower level: Outbound calls, operating with given frame of structured information requested.

Experience: 2 year vocational training + up to 1 year experience needed.

Knowledge: Basic knowledge and experience of principles, procedures, work routines and skills in the related field of work, gained through structured and focused two-year vocational training period

Notes:
Fully remote role (may require up to -1 month of onsite training initially)
The role primarily covers 2nd shift hours (3:00 PM–12:00 AM), with some flexibility for alternate schedules (including late-night/3rd shift coverage and one weekend day).

VIVA is an equal opportunity employer. All qualified applicants have an equal opportunity for placement, and all employees have an equal opportunity to develop on the job. This means that VIVA will not discriminate against any employee or qualified applicant on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.