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Software Support Representative

San Diego, CA

Order: 48308

Our client is looking for an experienced Software Support Representative to assist with high inbound calls, chats, and emails. You would be working for a medical device company and providing software support and device support to end users.

Pay: $18-24/hr

Tops Skills

  • Maintain adherence to break and lunch scheduled (schedule adherence)

  • Proficient with Microsoft Office, Network Administration, Microsoft OS Systems, Apple OS Systems

  • Experience with Salesforce, Oracle, NetSuite or other cloud CRM is a plus


Job Description: 

  • Answer technical inquires, diagnose, configure issues, and recommend solutions

  • Handle high volume of customer reported technical concerns to ensure first contact resolution by utilizing set department/company policies and procedures

  • Respond to and resolve all customer issues in a timely manner including the escalation of issues as they arise

  • Meet service center standards for quality assurance and call scoring

  • Meet service center metrics to include: Average Talk Time, Hold Time, Wrap Time, Break Time, and Case Documentation/Completion Standards

  • Suggest and implement changes that are needed to move the department in a positive direction.

  • Support on-call shift rotations

  • Other duties as assigned.

Minimum Education/Certifications: 

  • Associates Degree or 3 years of Equivalent Experience; Bachelor’s Degree in Computer Science preferred

  • 2 + years of experience working in a call center environment for Technical Support

  • Bi-lingual is a plus


To Apply to this position please send your resume to Adriana via email at amejia@suna.com

NOTE: Candidates that are offered a position are required to pass pre-employment drug and background screening. Qualified candidates with criminal histories, are considered in a manner that is consistent with local, state and federal laws.