• Technical Customer Support Rep II

    Job Locations US-CA-San Diego
    Customer Service/Support
  • Overview

    Technical Customer Service Representative II reports to the Customer Service Director and works closely with individual clients to identify basic, intermediate, and advanced needs.  Once needs are identified, the application expert must see that these needs and expectations are met by using the resources available to the employee within the organization,  with the objective being to achieve customer health.


    • Technical support to clients, and appropriate triage of reported problem/issues. Representative is expected to be fluent in both Golden Hour and emsCharts.
    • Ensures all customer issues are documented and updated in the issue tracking systems.
    • Ensures learned knowledge is translated onto a Knowledge Base for internal and external use.
    • Reviewing, testing, and evaluating updated versions of Golden Hour and emsCharts in accordance with any Quality Assurance guidelines, which are established by Golden Hour.
    • Must be project oriented, ideal candidate has capability to independently solve problems using diverse resources.
    • Capable of completing assigned project items in accordance with project timelines. Capable of researching, assessing and fulfilling assigned project items that might have no prior history within the organization.
    • Ensuring that as Golden Hour/ emsCharts evolves, the printed and on-line documentation remains accurate.
    • Ensure that training curriculums and associated materials reflect the current capabilities/features of the software.
    • Experience in training and developing training materials.
    • Generate custom reports for various clients.
    • Maintain consistent customer focus in the face of adversity and change.
    • Must be focused on continuous improvement, continuous learning, accountability, teamwork, motivating and developing others, problem analysis and resolution.
    • Serve as escalation resource for other team members.
    • Other tasks as assigned.



    • Must be accessible 24 hours/day for emergency situations, except when on pre-scheduled and approved vacation.
    • Accessibility via pager and/or cell phone is required.
    • Rotating 12/24-hour call will be required for Technical Support coverage.  (consecutive call will not exceed 24 hours with the exception of emergencies)
    • Travel requirements will vary with client demand, with seven calendar days per month estimated to be normal.  Availability for ten calendar days per month is required.




    Technical level of knowledge normally acquired through a BS or BA level program in Management Information Systems, Computer Science, or related area or comparable work experience and college level courses and/or certificates.  Must have 3 to 5 years of previous experience. 


    Ability to read, write and follow specific instructions in both written and verbal form. 


    Emergency Air Medical Services experience is helpful. 


    Experience as a technical trainer.


    Proficient user of MS Windows environment (advanced certification desirable) Word and PowerPoint).   High level of data reporting capabilities at expert level in MS Excel (out of 1 to 10 – must be 7)  Knowledge of SQL a plus.


    Must possess a comprehensive understanding of applications including, but not limited to:

    • SaaS Model Infrastructure
    • LAN Model Infrastructure
    • Ability to quickly learn Module Relationships within the Golden Hour Data Systems application.
    • Application provisions to meet Industry/Client requirements and needs.
    • Application provisions ensuring compliance with Federal Regulatory Entities
    • Application provisions to meet internal corporate needs.



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