Software Support Analyst I

Job Description

Job Description

Join Our Team and Keep Moving Forward with Breg!

At Breg, we are dedicated to advancing orthopedic solutions that enhance the lives of patients and support healthcare professionals. As a leader in the orthopedic industry, we provide innovative products, consulting, technology, and services that help people move forward with confidence.

We are currently seeking a Software Support Analyst I to join our team in Carlsbad, CA . If you thrive in a dynamic environment where innovation and impact go hand in hand, this is the opportunity for you.

Who You Are

You are a forward-thinking professional who values collaboration, innovation, and making a meaningful difference. You bring expertise in demonstrating ownership and accountability, the ability to communicate effectively and are eager to contribute to a team that is committed to delivering exceptional patient outcomes.

What You’ll Do

As a Software Support Analyst you will :

• Owns the post-sales / post software implementation customer relationship and aims to delight customers with every engagement.
• Provides technical support via phone and email for the company’s product portfolio by answering “how-to” questions, answering technical inquiries, diagnosing reported problems or configuration issues, recommending possible solutions and follows issues through to successful resolution.
• Effectively and accurately reproduces issue and provides accurate detailed technical information to internal teams as required to drive to resolution.
• Leads and manages the interactions with appropriate technical / programming personnel for customer problems that cannot be resolved quickly and monitors progress to problem resolution and initiates timely feedback to management and the customer.
• Leads and manages the interactions with Customer Care and other departments to ensure the complaint management processes is communicated and adhered to.
• Participates in and leads new, and existing, process development efforts focused on improved service delivery standards.
• Maintains an understanding of the order processing flows, the RMA processes and adheres to existing product complaint and documentation requirements.
• Creates and documents knowledge gained from every customer interaction to contribute to knowledge growth and expansion of the Technical Support Team.
• Documents all customer-reported problems in the ticket tracking system, including the nature of the enquiry, and the resolution recommended.
• Meets service delivery metrics as defined by the department and perform special projects and tasks as assigned.
• Responsible for behaving in a professional manner both internally and externally in relationships that positively impact the company's reputation and comply with the company's policies and practices. Responsible for being accountable and committed to demonstrating Breg’s cultural beliefs and achieving the key results of the company.
• Responsible for promoting Breg's culture within the organization using established tools such as storytelling, providing focused feedback, and recognition. The performance of the position is aligned with the culture of commitment and accountability, following the steps of : See it, Own it, Solve it, and Do it.
• Collaborates with cross-functional teams to drive excellence in patient care and business solutions

What You Bring

Why Breg?

At Breg, we invest in our people and culture. We offer :

Compensation

Salary Range : $50,000.00 - $74,600.00. Actual compensation is determined by factors such as experience, skills, and business needs. This range reflects the minimum and maximum target range for new hire base salary / pay across all US locations. Actual pay is based on many factors unique to each candidate, including but not limited to geographical location, work experience, skill set, relevant trainings and certifications, and business needs. The base pay range is subject to change and may be modified in the future. This role may also be eligible for a Bonus.

Ready to Move Forward?

If you’re ready to be part of a company that is redefining orthopedic care, apply today at www.breg.com / careers.

Breg is an Equal Employment Opportunity Employer and dedicated to a diverse work force and Drug Free work environment. EOE / Minorities / Females / Vet / Disabled are encouraged to apply.

Applicants must be currently authorized to work in the United States on a full-time basis. The Company will not sponsor applicants for work visas for this position.

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