Launched in 2007, CenTrak is a leader in Real-Time Location Systems (RTLS) for the healthcare market. CenTrak improves healthcare operational workflow and the quality of patient care via the industry's most robust and scalable Enterprise Location Services™. These systems offer a unique combination of technology-linking RFID tags and sensors with displays which permit users to track, locate and observe movement of equipment and people in real-time. CenTrak currently locates millions of patients, staff, visitors and assets in healthcare facilities all over the world. CenTrak systems enable critical solutions including Asset Tracking & Management, Nurse Call Automation, Clinical Operations and Workflow, Patient, staff and New Baby protection, Temperature Monitoring, and Hand-Hygiene Compliance/Infection Control. The company is best known for its Second-Generation Infrared (Gen2IR™) technology which delivers Clinical Grade Locating, a requirement for workflow and other key healthcare automation opportunities.
CenTrak is seeking a Client Support Coordinator, responsible for supporting the Customer Support Team. The Client Support Representative will be responsible for assisting our clients with technical questions related to hardware. This role also requires client-facing activities such as answering calls, responding to emails, communicating with clients about their open cases, and facilitating support ‘Hand-off’ calls with new clients during the GoLIVE Phase of a project. Additional responsibilities also include providing content and access for the client portal, writing supporting documentation (both internal and client-facing), as well as resolving support cases quickly.
Answering support emails
Answering support calls
Routing calls appropriately depending on the support
Interfacing with Field Service Engineers and Technical Engineers as needed
Client-facing conference calls as directed by supervisor
Troubleshooting support issues and escalation as needed
Learn all products and services of CenTrak’s current product offerings
Work with the technical team to troubleshoot as needed
Supporting tickets in regards to all CenTrak product lines
Work on technical work as assigned
Other duties as assigned