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Customer Support Representative
Ref No.: 18-41143
Location: Rancho Cordova, California
Position Type:Contract
Skill Type
Skill Type:Information Technology
Software Support
General Summary: With general supervision, analyze, reproduce, trouble-shoot, and resolve issues related to specific and general functionality of Eyefinity Practice Management software applications and its associated third-party integrations by working with management, development, quality assurance, and acquired in-depth knowledge of the Eyefinity products.

Essential Functions:
  • Receives, tracks, responds and resolves Eyefinity Customer Care calls. Provides training and support for simple to complex technical issues related to Eyefinity Practice Management software applications. Identifies technical issues through problem duplication and manipulation of customer data to provide details to the Eyefinity development team for product correction and improvement.
  • Utilizes multiple hardware and software tools to troubleshoot a variety of issues. Documents and/or logs all calls, records all activity and communications regarding incidents and problems. Maintains all defined service standards.
  • Follows support processes and assists in the development of support procedures and documentation to provide consistent and reliable support and excellent customer service. Performs other related duties including projects, support, training and communication activities as assigned by management.
Maintains current knowledge of the Eyefinity Practice Management software applications and the optical industry as it is trained and learned in the call center environment.

Job Specifications: Typically has the following skills or abilities:
  • Two to four years of technical support or equivalent experience
  • Two to four years of experience in a customer service environment
  • Must possess a working knowledge of PCs, related hardware and peripherals
  • Excellent written and verbal communication skills to write, document and explain technical issues
  • Excellent analytical interpersonal, time management and problem solving skills required
  • Ability to work in a dynamic and rapidly changing environment, and learn new procedures and systems quickly
  • Must be able to function in a workgroup, team-oriented environment A basic understanding of networking concepts Working

Nesco Resource is an equal employment opportunity employer and does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, disability, age, or veteran status, or any other legally protected characteristics with respect to employment opportunities.