Technical Customer Support Advocate resolving complex issues for Procurify’s agentic procurement platform. Building AI - powered documentation, automations, integrations, and customer configurations.
About the role
- Technical Support Specialist supporting ZEISS ophthalmic devices, software, and connected systems across Canada. Troubleshooting, installations, training, and service coordination from the Toronto office.
Responsibilities
- Provide timely first-level technical support through field and remote assistance
- Troubleshoot and resolve customer issues, escalating complex cases as required
- Install, configure, inspect, maintain, troubleshoot, and repair VTS devices, software, networks, and Customer Experience Centre equipment
- Maintain current knowledge of VCS portfolio product features, operation, technical specifications, and troubleshooting methods
- Provide installation guidance and application training to field technicians, sales teams, and internal stakeholders
- Document customer interactions, service incidents, resolutions, and monthly issue trends in the CRM system
- Complete required CurioZ training on time
- Support sales with quotations, orders, presentations, customer opportunities, technical activities, product demonstrations, and rollouts
- Schedule service appointments and coordinate with technicians for timely service delivery
- Manage service contracts, receivables, orders, swap requests, device inventory, and stock availability
- Support ECP and retail initiatives
- Coordinate with headquarters on regulatory and registration requirements
- Collaborate with Product Management and R&D on software and hardware enhancements and local-market application of global expertise
- Safeguard and track ZEISS assets, maintain an organized workplace, and comply with safety requirements
- Perform other related duties as assigned
Requirements
- Minimum five years’ experience in technical consulting or enterprise-level technical support, preferably within the healthcare or medical device sector
- Bachelor’s degree in computer science, information technology, healthcare technology, or a related discipline
- Advanced knowledge of networking, IT infrastructure, systems integration, cloud solutions, and PACS
- Demonstrated ability to resolve complex connectivity issues
- Experience in API integration and data interoperability is an asset
- Working knowledge of TCP/IP connectivity, PCs, servers, and database backup and recovery
- Proficiency in Microsoft Office applications, including Excel, PowerPoint, Word, and Teams
- Excellent communication, interpersonal, and presentation skills
- Ability to work independently and collaborate cross-functionally in a fast-paced environment
- Strong project and time management skills, with the ability to manage competing priorities
Benefits
- Performance bonus or sales commissions
- Medical plans
- Vision coverage
- Dental coverage
- Retirement savings plan (RPP)
- Employee Assistance Program
- Paid time off including vacation, personal, and sick days
- Accessible and inclusive employment practices
- Barrier-free and accessible employment practices
- Code-protected accommodation through the recruitment process
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