Cranberry Township, Pennsylvania - 2022-05-12 Technical Support Advisor

We are searching for a Technical Support Advisor to join our dedicated and talented team. At TSP, we share a passion for providing an entirely positive, above and beyond service experience for every customer in the TSP family.

The best and the brightest work with us, and we strive for every employee to have a sense of belonging. As a minority-owned business, we believe our diverse backgrounds and viewpoints make us stronger. Our people work in and support the technology environments of some of the world’s largest and most well-known brands.

The Technical Support Advisor will provide front-line user support for tools, technologies and products. In this role, you will solve a wide range of problems across Omnicell’s broad technical services environment. The focus is to deliver support and solutions to Omnicell customers while serving as an advocate for customer needs. You’re interested by the way things operate and can figure out how technology works when things go wrong. You can multitask across systems and applications, analyze, isolate and resolve a variety of technical issues and comfortably navigate a technical environment to solve for a better way. You will act as the voice of the customer leveraging the company value of relationships matter to be the care provider’s most trusted partner. The team provides support on a 24/7/365 basis.

A suitable candidate is a passionate transformer who could multi-task and utilize both written & verbal communication skills to help our range of customers resolve their technical issues. You’re not only here to help fix technical issues, but also provide an outstanding customer experience. You stay focused on aligning the highest-level company priorities with effective day-to-day operations.

Technical Support Advisors at TSP typically have the following job responsibilities:

  • Support customers through troubleshooting support inquiries across a broad spectrum of products and supporting triage on behalf of customer
  • Listen to customer and uses your technical expertise, creativity and intellectual curiosity to meet their needs
  • Provide support across multiple channels including web requests, phone, follow-up service tickets, etc. (the amount of time will vary based on operational needs)
  • Be a voice and advocate for our customers when something doesn’t feel right
  • Develop detailed knowledge about specific product lines and features
  • Actively seek solutions to customer needs, communicating trends to leadership and suggesting innovative solutions focused on the customer experience
  • Close teamwork and interaction with field service, operations, sales and service supply chain organizations
  • Ability to document technical customer issues into notes that are consumable by other users
  • Able to research and grasp technical information across multiple tools while taking with customers
  • Aptitude for acquiring skills in technical troubleshooting and an eagerness to learn and take on new challenges

The ideal person to fill this role will have experience such as:

  • Associate degree
  • One year+ experience in a customer support role working with computer hardware/software troubleshooting
  • Experience supporting customers via phone, e-mail, chat, and/or in person
  • Passionate transformer for customer service and ownership of the customer experience including issue resolution
  • Able to self-manage and work independently in a fast-paced, continuously changing environment
  • Effective time management including ability to multi-task, organize and prioritize
  • Able to research and grasp technical information across multiple applications while talking with customers
  • Ability to document technical customer issues into notes that are consumable by other users
  • Collaborate with other team members to resolve customer issues, problems or concerns on a timely and effective basis
  • Proven success in a fast-paced support environment
  • Ability to deal with adversity while still delivering to expectations
  • Intellectually curious and gravitates towards tools and resources that enrich you
  • Available to attend required training on a fixed schedule during first shift hours
  • Basic knowledge of SQL (advanced scripting, database back-up & restores)
  • Basic understanding of computer systems, computer hardware, software, and networking troubleshooting and SaaS support
  • Familiarity with remote desktop applications and help desk software
  • Experience in the healthcare industry – preferred
  • One year+ experience in a customer support role – preferred
  • Certification in Microsoft (MCSA), ITIL Foundation, HDI – preferred

Additional information about this Technical Support Advisor role: 

  • 5% Travel
  • View our benefits information:
  • Candidates must be authorized to work in the United States 
  • Selected candidate must be fully vaccinated against COVID-19 prior to start or receive an approved exemption

We Are TSP

TSP is an award-winning and customer-endorsed staffing and IT solutions company. Throughout the United States and Canada, we create custom, flexible and flawlessly executed IT solutions that amplify our customers’ team and simplify their service.

From workforce recruiting and staffing to network, server and storage maintenance, we create an entirely positive, above and beyond service experience. We don’t manufacture devices or sell software. Our product is our people — dedicated and talented individuals focused on our customers’ long-term success above TSP’s short-term gain.

We are an equal opportunity employer and welcome applications from all qualified persons without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law.