17 days old

Product Quality Representative

Kelly Services
Cary, NC 27512
**Product Quality Representative, Cary, North Carolina, 27518 (ONSITE POSITION)**

Kelly Services is seeking a Product Quality Representative, Company Clinical Workflow Solutions (CWS) provides 24x7 technical support from the contact center. Product Quality Representative (PQR) provides the initial technical support contact to all internal and external customers who use, install, sell and service CWS products for one of our top clients in Cary, NC.

**Length:** 11/30/2020 to 05/30/2021 (Contract W2)- (Possibility to extend or convert)

**Pay Rate:** $30.00/hr. (W2)

**ESSENTIAL DUTIES AND RESPONSIBILITIES: Other duties may be assigned:**

+ The PQR will implement standard call greetings, workflow, follow-up commitments, call closing and follow-up execution in accordance with established best practices.

+ The PQR assesses problem severity and documents all customer interactions within the customer relationship management (CRM) system in accordance with quality system requirements.

+ The PQR delivers timely resolution of technical & non-technical issues by applying product knowledge, analytical skills, communication techniques and available tools, keeping customers continuously informed of issue status.

+ The PQR will schedule and perform remote upgrades and services, managing these efforts to ensure efficient and successful outcomes.

+ The PQR will develop broad product expertise and stay current on feature and patch evolution through consistent study of available documentation and routine training activities. Issues outside of PQR knowledge or technical ability are to be escalated promptly in accordance with established processes.

+ The PQR will perform logistics duties such as parts orders, RMA processing, purchase order authorization, etc. as required.

+ The PQR will participate in after-hours 24x7 on-call rotations and be available to work flexible shifts as needed.

+ The PQR will deliver on individual, team and corporate goals in accordance with established objectives and standards of performance.

+ Provide efficient technical support to internal and external customers via phone, email, web inquiry and other contact channels as presented.

+ Document customer interactions, troubleshooting details and service activities thoroughly and accurately within cases in the CRM.

+ Dispatch field service resources with proper handoff of customer ownership.

+ Escalate technical issues properly to facilitate rapid resolution.

+ Process routine and expedited parts orders, RMAs, and secure purchase orders.

+ Perform remote upgrades and deliver remote services accurately.

+ Serve in 24x7 technical support on-call rotations, ability to work flexible shifts.

+ Achieve individual and team metrics, and contact center key performance indicators.

+ Strive to exceed customer expectations and deliver consistent customer satisfaction.


+ Associates Degree in an IT, computer, technical related field of study, or

+ Combination of two years previous experience in a technical support role providing onsite/remote service to end user devices and clients, along with industry specific technical certification ie. A+, N+, MCP, MCSA, etc.

+ Excellent computer skills and experience with remote services, MS Office, AutoCAD, Visio, etc.

+ Ability to work independently within a team environment, effectively multitask to meet deadlines and competing priorities.

+ Exhibit good interpersonal and diplomacy skills, excellent verbal and written capabilities.

+ Experience working in an FDA regulated environment is a plus.

+ Foundational Knowledge in several of the following areas:

+ Networking - TCP/IP, Routing and Switching, Subnets, Security.

+ Enterprise hardware - Server/Client OS, SANS, RAID.

+ Telephony - PBX, VOIP.

+ Wireless & RF technologies.

+ SQL, Scripting, Reporting Engines, Analytics

+ Middleware - Rhapsody, etc.

+ HL7

**Apply Today!**

**Why Kelly** **** **?**

As a worker today, its up to you to take charge of your career and look for opportunities to learn, grow, and achieve your potential. Helping you find whats next is what were all about. We know whats going on in the evolving world of workjust ask the nearly 500,000 people we employ each year. Connecting with us means getting the support, guidance, and opportunities needed to take your career where you may have never imagined.

**About Kelly** ****

At **Kelly** , were always thinking about whats next and advising job seekers on new ways of working to reach their full potential. In fact, were a leading advocate for temporary/nontraditional workstyles, because we believe they allow flexibility and tremendous growth opportunities that enable a better way to work and live. Connecting great people with great companies is what we do best, and our employment opportunities span a wide variety of workstyles, skill levels, and industries around the world.

Kelly is an equal opportunity employer committed to employing a diverse workforce, including, but not limited to, minorities, females, individuals with disabilities, protected veterans, sexual orientation, gender identity. Equal Employment Opportunity is The Law.

Posted: 2020-11-18 Expires: 2020-12-19

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Product Quality Representative

Kelly Services
Cary, NC 27512

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