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Senior Technical Support Engineer

Soumettre une candidature Job ID 1-42161 Date posted 08/14/2019 Location Melbourne, Florida

Company Overview:

Nuance Communications, Inc. is the pioneer and leader in conversational AI innovations that bring intelligence to everyday work and life. The company delivers solutions that understand, analyze and respond to human language, amplifying human intelligence. With decades of domain and artificial intelligence expertise, Nuance works with thousands of organizations – in healthcare, telecommunications, automotive, financial services, retail, and more – to create stronger relationships and better experiences for their customers.


Join our Healthcare team...caring for clinicians the way they care for patients. Beyond words. We create technology that lets clinicians capture and document care quickly and easily so they can focus their attention on their patients.

Job Summary:

Summary: The Diagnostics Senior Support Engineer will be responsible for providing excellent customer service, problem diagnosis and creative resolution for issues related to Nuance products and their supporting technologies/infrastructure. Maintain superior documentation and actively contribute to ongoing process improvement. This position has daily contact with, customers, management, peers, and/or internal/external customer base.

Responsibilities:

• Provide advanced technical support via telephone, email and customer site visits to external and internal customers.
• Provide efficient, high quality technical support services to ensure timely response to queries, resolution of problems, and reporting/escalation of unresolved issues.
• Research, analyze, document and manage resolutions to technical, operational and implementation issues related to Nuance products and their supporting technologies and infrastructures.
• Must be capable of establishing and documenting processes, policies and procedures; producing high quality technical documentation to be included within newsletters, public/private knowledge base systems, product manuals, etc.
• Ability to recognize trends and patterns between diverse case descriptions and foresee future problems.
• Sufficient knowledge of IT operations, responsibilities, workflow processes, and procedures to resolve most inquiries independently.
• Facilitate customer conference calls and manage the resolution of critical customer account issues.
• Act as cross functional program team representative; gathering and disseminating information to and from product development and engineering teams.
• Mentor technical and field services personnel, customer IT technical staff when needed.
• Availability for 24x7x365 staffing assignments, on-call phone rotation and travel (minimal) as required.
• Other duties as assigned

• Perform tasks related to securing and keeping the products, tools, and processes that you are responsible for securing.

Qualifications

Number of Years of Work Experience: 2 years of experience in a Tier II/III support environment and/or advanced networking and database experience (advanced experience w/ one of the following MS-SQL, Oracle, MySQL).

Required Skills:

  • MS Windows client-server proficient
  • Must possess experience in the installation, configuration, management and performance monitoring of Microsoft Windows based applications and components
  • Advanced Networking (Wireshark, routers, proxy’s, etc..), single sign-on and integrations.
  • Advanced SQL, experience w/ one of the following MS-SQL, Oracle
  • Strong written and verbal communication skills

Preferred Skills:

  • Experience with the implementation and support of Radiology Information Systems (RIS), Picture Archiving and Communications Systems (PACS), and/or Diagnostic Imaging Workflow Management solutions.
  • Experience with the PowerScribe 360 and/or Primordial product portfolio is highly desired, and these candidates will be given preferential consideration.
  • Object oriented development experience

Education: Bachelor’s degree (IT /CS/related discipline) or related experience

Additional Information:

Nuance offers a compelling and rewarding work environment. We offer market competitive salaries, bonus, equity, benefits, meaningful growth and development opportunities and a casual yet technically challenging work environment. Join our dynamic, entrepreneurial team and become part of our continuing success.  

Nuance Communication Inc.  is an equal opportunity employer.  We evaluate qualified applicants without regard to race, age, color, religion, sex, national origin, disability, veteran status, gender identity, sexual orientation and other legally protected characteristics. The EEO is the Law poster and its supplement is available here. If you need a reasonable accommodation because of a disability for any part of the employment process, please call 781-565-5086 – Human Resources Department and let us know the nature of your request and your contact information.

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Martin Eberhart General Manager
J’ai rejoint Nuance il y a peu, car j’aime pouvoir travailler au sein d’une équipe diverse, agréable et talentueuse dont le premier objectif est la satisfaction client. Mon poste m’offre par ailleurs suffisamment de liberté pour accomplir mes missions sans mettre en péril mon équilibre vie professionnelle/vie personnelle. Martin Directeur Général
Vishnu Vardhan Tech Support
Je suis vraiment tombé sous le charme de Nuance, de ses plateformes innovantes et de son impact sur la vie des communautés. Avec Nuance, ma mission a vraiment du sens et je sais en rentrant chez moi que j’ai véritablement accompli quelque chose d’important. Vishnu Technicien support
Kristen Fraser Inside Sales
Je travaille dans la santé depuis presque 20 ans maintenant, et je suis vraiment émerveillée de voir à quel point Nuance a su relever les défis posés par l’évolution et les difficultés de ce secteur. Tous les jours, je fais face à de nouveaux défis et tous les jours, je m’assure que le client est la priorité. La culture d’entreprise et les collaborateurs de Nuance sont absolument fantastiques. Je suis très heureuse de travailler au sein d’une entreprise aussi dynamique et diversifiée et j’attends avec impatience de voir ce que nous réserve l’avenir. Kristen Ventes internes
Martin Held Product Manager
Je travaille avec des personnes brillantes pour transformer des technologies de pointe et des idées innovantes en produits et solutions qui résolvent des problèmes de la vie réelle et ont un impact positif sur le public. J’apprécie particulièrement la flexibilité de mon travail. Martin Chef de produit
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