• Technical Customer Support Representative 1

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

    The Technical Customer Service Representative I position reports to the Director, Customer Support Services and works closely with individual clients to identify basic, intermediate, and advanced needs.  This position supports product lines for both Golden Hour and emsCharts. This is a full-time position. 


    Responsibilities include:


    • Provide superior service to our customers supporting our range of product lines, emsCharts and Golden Hour.
    • Technical support to clients, and appropriate triage of reported problem/issues.
    • Assist customers with submission of NEMSIS data.
    • Reviewing, testing, and evaluating updated versions of Golden Hour Data Systems in accordance with Company Quality Assurance guidelines. Ensuring that as products evolve, the printed and on-line documentation remains accurate.
    • Display competence in communication (verbal and written) and interpersonal relations.
    • Must be project oriented, ideal candidate has capability to independently solve problems using diverse resources.
    • Candidate must demonstrate exceptional troubleshooting skills.
    • Recognizing the entire scope of an issue, and participate objectively towards resolution with other team members.
    • Working some on-call shifts during non-business hours. Non-business/on-call shifts are worked remotely (i.e., home).
    • Minimal travel may be required
    • Other tasks and projects as assigned


    • BS or BA degree is preferred but not required
    • If not technically certified, must possess a passion for continuous learning and growth in networking, SQL, and relational databases.
    • Must have 1 to 3 years of previous experience. 
    • Ability to read, write and follow specific instructions in both written and verbal form.
    • Understands case documentation and a commitment to maintenance of knowledge base for internal and external use.
    • Emergency Transport Medical Services experience is helpful. 
    • Proficient user of MS Windows environment (advanced certification desirable) Word and PowerPoint).  
    • High level of data reporting capabilities at expert level in MS Excel   
    • 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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